Customer Service Representative

Overview Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to grow with us.

Position Title
:
Customer Service Representative

Reports To
:
Branch Manager/CSR Director

Position Summary As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSRs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints.

A CSR is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSR is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401K
• 401K match
• Competitive Pay

• Have a comprehensive understanding of the following:
• All products we carry
• Company wide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs
• Basic Brightree Functions
• Proper Intake Procedures
• Insurance Verification and Eligibility
• CMN Requirements and Prior Authorizations
• Documentation Requirements of the Equipment
• Patient’s Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
• Difference Between Verbal, Written and WOPD orders
• Complaint Resolution Procedures
• Answers the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfers callers to appropriate person or voicemail number.
• Greets all visitors on arrival and ensures they are properly directed to the appropriate personnel.
• Distributes mail daily and monitors the fax machine for incoming transmissions and distributes correspondence as appropriate.
• Qualifies orders by identifying the customer’s diagnosis and insurance coverage and ensures verification of the necessary insurance reimbursement information to process the third party billing when appropriate. Informs customers of financial responsibility.
• Inputs customers’ orders or changes into the computer system timely and processes work order and necessary paperwork as well as prescriptions for physicians.
• Arranges for convenient customer delivery/pickup time with patient and/or caregivers and conveys orders to Clinical Specialists and/or delivery personnel.
• Handles customer complaints courteously using appropriate techniques, problem solving skills and follow‑up logs.
• Audits, confirms and files all deliveries, pick‑up or exchange paperwork daily and reviews various edit reports to assure accuracy.
• Tracks active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner as per policy and procedure.
• Obtains appropriate prior authorization number and time frame from appropriate third party payer and logs information into database.
• Obtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
• Ensures that all assigned procedures, including but not limited to billing, posting, insurance, denials, inquiries, orders, and paperwork are processed accurately and timely.
• All patient files and information are maintained and current at all times.
• Participates in company training programs.
• Demonstrates excellent oral and written communication skills with referrals, handling complaints and qualifying orders.
• Timely filing of all necessary paperwork into patient charts.
• Assists with working various computer reports for quality assurance.
• Instructs the customer or caregiver in the proper and safe use of all equipment delivered in the store and provides each customer with the appropriate PIC sheet or other instructional material, obtains required signatures and provides customers with a copy of the signed Delivery…