Customer Service Representative- Onsite Job Hamilton area,Ontario Canada,Customer Service/HelpDesk

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield Health Care has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield Health Care is looking for a Customer Service Representative
in our
Ontario, CA
office to assist our customers with their telephone orders. The position has a set schedule, Monday through Friday, no nights or weekends.

The Customer Service Representative will support customers and sales team members, recording information in the system, place supply orders, and provide a world-class customer service experience.

JOB RESPONSIBILITIES:

Create accounts to ship orders generated by incoming telephone calls, faxes, provider portals, physician emails, referral sources, and customers.
Make outbound calls to customers, physicians, and referral sources to facilitate the customer onboarding and order shipping processes.
Enter orders in the system in use in a timely manner ensuring compliance with SHC, and 3 rd party regulations.
Attend to walk‑in customers.
Obtain support documentation and prior authorizations to ensure SHC compliance.
Completes assigned 5‑day callbacks to maintain customer satisfaction levels.
Utilizing the system in use works the document requests screen and hold screen to ensure timely shipping of pending orders.
Resolve customer challenges, communicate customer challenges to immediate supervisor for training, coaching, guidance, and procedural review.
Attend and participate in weekly meetings.
Upsell and cross‑sell to meet customer needs.
Maintain knowledge of quantity guidelines and 3 rd party requirements by learning and reviewing on a regular basis.
Document all account interactions/activities in CSR notepad.
Maintain product knowledge with respect to SHC offering.
May be required to learn and understand tube feeding requirements and enteral feeding pump operation with a level of expertise in line with an individual’s ability to train a patient in the absence of a Registered Dietitian to ensure successful hospital discharge and home use.
May be required learn and understand enteral feeding pump trouble shooting processes to ensure functionality and timely justified replacement of enteral feeding pumps.
Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

QUALIFICATIONS:

High school diploma or equivalent
2+ years customer service experience, preferably in the healthcare industry
Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
Strong written and verbal communication abilities.
Good decision making and problem resolution ability
Knowledge of third‑party billing preferred
Strong organizational skills with the ability to manage multiple priorities and respond to changing business needs.
A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.

SALARY & BENEFITS:

$20-21/hour
Medical, Dental, and Vision
401(k) with Company Match
Sick and Vacation Days
Flexible Spending Account
Life & Disability Insurance
Education Assistance
Employee Referral Program

PHYSICAL DEMANDS:

This is primarily an office‑based role with less than 10% of required travel. Travel may be to the corporate location to attend training.
While performing the duties of this job, the employee is regularly required to sit, use a computer, keyboard, mouse, phone,…