Customer Service Representative

Position Summary

The Customer Service Representative accepts or assists and/or processes inquiries, referrals, questions and complaints from referral sources and/or clients/patients as required by process. Reports to the Client Support Services Manager.

• Accepts or assists and/or processes inquiries, referrals, questions and complaints or concerns directed at Customer
• Coordinates services with affected offices and departments as required by
• Verifies client payor and
• Obtains initial authorization for service(s).
• Maintains activity records as required by
• Enters new client/patient information into agency data base and distributes correspondence as required by
• Complies and analyzes data as
• Completes reports as directed.
• Maintains good communication between
• Assists in training and development programs for new Customer Service
• Cross-trains with other members of the department.
• Observes confidentiality policies at all
• Complies with federal, state, & company policies, procedures, and
• Performs other related duties as

• Able to take action in solving problems while exhibiting good judgment and realistic understanding of
• Able to work
• Able to work with a team to accomplish goals and
• Excellent time management
• Effective organizational skills with strong attention to
• Excellent interpersonal relations skills, including active listening skills such as giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as
• Willingness to work with health care professionals, clients, families, and the general
• Written and verbal communication skills are required to communicate effectively as appropriate to the needs of the
• Must be able to read, write and comprehend English; must be able to communicate effectively in
• Bilingual (Spanish) Preferred

• Customer service/call center experience
• One (1) to two (2) years directly related work experience
• Six (6) months to one (1) year of previously related experience in a home health setting preferred.
• Must be able to demonstrate competence with computer applications such as MS Word, MS Outlook, MS Excel and have the ability to readily learn agency specific
• Must be able to type 35 wpm with 80% accuracy and 80% accuracy in

• Sitting in a normal seated position for extended periods of
• Reaching by extending hand(s) or arm(s) in any
• Finger dexterity required to manipulate objects with fingers rather than with words, hand(s) or arm(s); for example, using the
• Communication skills using the spoken
• Ability to see within normal
• Ability to hear within normal
• Ability to move

Schedule: Monday – Friday 8am – 5pm