Customer Service Associate - Respiratory Job Northern Kentucky USA,Customer Service/HelpDesk

Description

The CSA has the primary responsibility of handing initial customer contact either in person or over the telephone (and at times via the web). These customer contacts may be with the patient, a caregiver, a referral source, or a commercial account. They are there to receive, qualify, and process
-according to procedure - all customer orders in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

This department handles all complex Respiratory orders that are received by doctor offices and hospitals. The orders are mainly for Cpap/Bipap orders to assist OSA patients. This department handles all life sustaining equipment orders. This requires following the insurance qualifications for each device that is ordered and getting the patient scheduled with an RT on call to get the patient settled right after discharge.

Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Med Care’s missions, vision and values.

Requirements

Job Duties /

Essential Functions:

Service Recovery

Solicits customer feedback to improve service
Responds to requests for service and assistance in a timely manner
Provides appropriate documentation of customer satisfaction comments

Customer Focus

Receives customers and/or answers phone calls courteously
Assesss customers' needs and considers customer in decision making processes to ensure customer satisfaction
Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders
Greets customers in a polite and professional manner. Determine customer’s needs and process orders timely and accurately
Adhere to the department’s attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays

Customer Service Education

Assist with the education and customer service teaching within MEC
Assist with customer service training as requested by departments/managers

Fiscal Accountability

Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable
Understand payer specific billing/payment requirements and state and federal mandated standards to ensure orders are dispensed appropriately and reduce possibilities of write offs
Perform thorough and accurate verification of insurances
Ensure all appropriate documentation is received; script, PAR’s, qualifying SAT’s, F2F and WOPD prior to dispensing orders to ensure reimbursement and reduce opportunities for financial recoupment (where applicable)

II. Specialty

Essential Functions:

CSA Overview

Adhere to all state and federally mandated documentation standards.
Enter all documentation in the computer system accurately on a daily basis accurately as required.
Perform thorough verification of insurance.
Open new customer computer files and complete required documents before passing on account to billing department.
Accurately and efficiently, create the appropriate delivery, billing and collection paperwork.
Enter and confirm work orders and monitor open orders for accuracy and completion.
Navigate through multiple software systems to get the patient scheduled and pushed to the Respiratory Therapists
Follow up on the patient’s compliance goals and make sure they are using the unit as needed per doctor’s request and the insurance guidelines to continue to pay for device.

Telephone…