Customer Service Representative

Position Summary

As a Customer Service Representative, you are the 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 CSSs 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 CSS receives, qualifies, and processes customer orders in a timely, efficient, accurate, and courteous manner. A CSS 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
• 401(k)
• 401(k) match
• Competitive Pay

• Have a comprehensive understanding of all products we carry.
• Know company wide policies, procedures, standards, specifications, guidelines, and training programs.
• Understand basic Brightree functions.
• Use proper intake procedures.
• Perform insurance verification and eligibility checks.
• Apply CMN requirements and prior authorizations.
• Document equipment requirements.
• Understand patient financial responsibilities (deductible, co‑insurance, co‑pay, ABN/upgrade).
• Distinguish between verbal, written, and WOPD orders.
• Follow complaint resolution procedures.
• Answer the telephone using the company’s professional greeting and take complete, accurate and detailed messages, transferring callers to the appropriate person or voicemail number.
• Greets all visitors on arrival and ensures they are directed to the appropriate personnel.
• Distributes mail daily and monitors the fax machine for incoming transmissions; distributes correspondence to appropriate personnel or mailbox based on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage, verifying necessary insurance reimbursement information, and informing customers of financial responsibility.
• Input customers’ orders or changes into the computer system timely; process work order and necessary paperwork including prescriptions for physicians.
• Arrange convenient delivery/pickup times with patients and caregivers; convey orders to clinical specialists and delivery personnel.
• Handle customer complaints courteously using appropriate techniques, problem‑solving skills, and follow‑up logs.
• Audit, confirm, and file all deliveries, pickup or exchange paperwork daily; review various edit reports to assure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner per policy and procedure.
• Obtain prior authorization numbers and time frames from appropriate third‑party payers and log information into the database.
• Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
• Ensure all assigned procedures (billing, posting, insurance, denials, inquiries, orders, paperwork) are processed accurately and timely.
• Maintain all patient files and information, ensuring they are current at all times.
• Participate in company training programs.
• Demonstrate excellent oral and written communication skills with referrals, handling complaints and qualifying orders.
• File all necessary paperwork into patient charts in a timely manner.
• Assist in generating various computer reports for quality assurance.
• Instruct the customer or caregiver on the proper and safe use of all equipment delivered and provide each customer with the appropriate PIC sheet or other instructional material; obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists.
• Strictly adhere to all company policies and procedures.
• Perform scheduled hours and staggered shifts in accordance with company needs.
• Perform all above duties in other company locations when required.
• Perform other duties not specifically listed in this position description as assigned by supervisor.
• Continually strive to develop your knowledge and skills in all areas of your job.

• High School Diploma or equivalent.
• Previous experience in a clerical or customer‑service environment.
• Knowledge of Microsoft Office (Word, Excel, etc.).
• Proficient general office skills (typing, computer, fax, filing, multiple‑phone line).
• Neat personal appearance with pleasant manner and interpersonal skills.
• Strong communication skills and capacity to make independent decisions.
• Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred.

As designated by management to include company in services and off‑site training programs as appropriate to industry and position.

Non‑Exempt

None