POSITION SUMMARY

The Customer Service Representative (CSR) is responsible for creating and processing orders within the software in an efficient manner that allows for timely delivery of equipment to patients (customers), that allows for adequate collection of information and documentation that is required for billing, and that allows for timely collection of amounts due from the owing parties (patients, facilities, insurances). The Customer Service Representative handles a large amount of incoming and outgoing phone calls and attends patients (customers) that visit the branch location. This person must deliver exceptional customer service, and maintain polite, helpful, and professional interactions in all situations.

This position reports directly to the Branch Manager of its assigned location and is expected to perform its job responsibilities during the normal business hours of the assigned location (generally M-F, 8-5PM) and on-call rotations as assigned.

EXPERIENCE & EDUCATION

High school diploma or equivalent. Customer service experience preferred. Relevant healthcare or medical billing experience preferred. May be required to obtain additional training or licenses or certifications, depending upon job assignments. Position requires acceptable drug screen and background investigation; additional routine or random screening may be performed as deemed necessary by the company.

SKILLS & ABILITIES

Knowledgeable of medical billing practices, eligibility and insurance requirements, and billing reimbursement. Commitment to service excellence and superior performance. Solid verbal and written skills. Proper phone and email etiquette. Manage time effectively. Able to multi-task and complete all assigned tasks at quality levels and within deadlines. Organized and structured in carrying out responsibilities. Professionally postured in both behavior and physical appearance. Strong interpersonal and communication skills; respectful and polite in all interactions. Able to physically lift, carry, and move equipment. Efficient use of technology and software.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Ensure that all orders are processed in a timely and accurate manner with the appropriate paperwork completed; all orders must be entered into the system timely with all necessary documentation included and ready for billing upon delivery (or as allowed by authoritative and governing guidelines)

• Handle inbound and outbound phone calls in a timely and professional manner; respond to inquiries and calls with proper prioritization and within reasonable timeframe; ensure that interactions are documented in the patient (customer) account within the software

• Monitor and process faxes and other sources of orders/referrals; enter and account for each in the software and ensure response/action is taken accordingly

• Efficiently coordinate branch transactions (deliveries, pick-ups, exchanges, returns, service, repair/maintenance) with appropriate staff (drivers, warehouse, liaisons, therapists, sales) and with patients (customers)

• Facilitate collection of patient balances for new and existing accounts; manage payment plans and recurring payments in order to produce desirable collection results for the branch

• Contribute, both individually and as a team, to the achievement of operational, financial, and cultural performance goals for assigned branch location(s); be an advocate of management and a positive presence in the branch

• Maintain current knowledge of and ensure compliance with company policies and procedures; stay current in medical billing practices, eligibility and insurance requirements, documentation requirements, and billing reimbursement

• Develop and maintain working knowledge of products and services offered by the company, relevant governmental or regulatory requirements, and accreditation requirements

• Maintain a high level of service satisfaction with patients and referral sources; maintain strong working relationships with branch staff and other employees

• Ensure physical control and proper care of company assets; account for movement of physical assets within the software in a timely fashion

• Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors; maintain professional appearance with clothing, grooming, and personal hygiene

• Responsible to perform other duties as assigned by management'

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Work Location:

• One location

Work Remotely

• No

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Required)
• healthcare: 1 year (Preferred)

Work Location: In person