CUSTOMER SERVICE REPRESENTATIVE - NCMR

PURPOSE OF POSITION

The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.

RESPONSIBILITIES & EXPECTATIONS

• Delivers accurate, courteous and prompt service in a highly professional manner.
• Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service.
• Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages.
• Accurately completes required forms/order, determines coverage for services requested and charges
• Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing.
• Demonstrates a strong knowledge base in benefit coverage for insurance products.  Collects appropriate co-pays/payments and documents information in system.
• Maintains professional working standards at all times.  Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service.
• Maintains a working knowledge of Government, State (Medicare/Medicaid) and commercial insurance regulations, requirements and reimbursement.
• Works collaboratively with team members supporting a cooperative and productive work environment.
• Knowledge of electronic software programs.  Accurately processes new and ongoing orders accurately.  Demonstrates compliance with documentation mandates and standards.
• Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution.  Responds appropriately to customer questions and concerns
• Maintains open communication and confidentiality with customers, peers and referral sources.
• Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes.
• Demonstrates good organizational, time management and communication skills.

• Participates in traditional and e-learning opportunities.
• Participates in performance improvements activities.
• Participates in traditional and e-learning

• Maintains a high level of product knowledge on all DMEPOS products
• Responsible for completing documentation relevant to individual situation; thoroughly and accurately
• All mandatory documentation required in CPR is completed in a timely manner
• Responsible for maintaining an organized, customer-friendly working environment
• Follows infection control protocols and universal precautions
• Utilizes proper safety protocols
• Maintains client confidentiality
• High level of knowledge of DMEPOS products and services
• Prior customer services / industry experience preferred
• High School graduate or equivalent (GED).
• Work effectively within a team setting
• Excellent communication skills

All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

WORKING CONDITIONS:

• Works 8 hours per day, Monday through Friday
• Expected to adhere to hospital policies and procedures
• Primarily sits

PHYSICAL REQUIREMENTS ADDENDUM

O=Occasionally = 33% of the work shift or 0-32 repetitions

F=Frequently = 34-66% of the work shift or 32-200 repetitions

C=Constantly = 67-100% of the work shift or 200 repetitions

N=Not essential job requirement

C                      Standing

C                      Walking

O                     Lifting (70 pounds)

O                     Carrying (70 pounds)

O                     Pushing (70 pounds)

N                      Climbing with (70 pounds)

O                     Stooping/Bending

O                     Kneeling/Squatting

O                     Crawling

O                     Reaching Up/Reaching Forward