The Customer Service Representative (CSR) is responsible for providing customer services to patients referred to the company. A CSR is the face of Davila Pharmacy. The highest level of professionalism, compassion and excellent customer service is demanded of this position. Reports to Supply Team Lead.

Responsibilities shall Include:

· Represent the company in a professional and courteous manner in all interactions with patients, referral sources, physician office and employees.

· Route patient referrals to the appropriate department or individuals in the company

· Communicate patient information necessary to schedule home medical equipment services

· Determine correct resolution to patient complaints; take corrective action and monitor results

· Prepare and secure Certificate of Medical Necessity (CMNs).

· Establish and maintain client records.

· Serve as liaison between patients and management.

· Communicate with billing department to ensure proper billing to insurance companies; contracts or other third party payors and patients for all products and services delivered; maintain accurate billing records.

· Participate in the company’s quality improvement program as requested by the QI Coordinator.

· Participate in company committees when requested.

· Pursue continuing education programs appropriate to job responsibilities

· Perform other duties assigned by management

· Administer the opening and closing procedure for walk in patients

· Answer inbound phone calls

· Verify patient eligibility

· Follow up with physician and patients via phone, fax email and in person.

· Filing and other general office duties

Education and/or Qualifications required include:

· High School diploma or equivalent

· Computer knowledge

· Effective interpersonal, time management and organizational skills

· Strong communication skills in speaking and writing

· Ability to recognize and direct information to the appropriate health care provider

· Insurance reimbursement knowledge and health insurance billing experience.