Customer Experience Representative

The Customer Experience Representative (CER) is an integral team member on the customer service team w/in HR HealthCare's Patient Services division. The position is responsible for calling patients, patient intake, reviewing medical records, and providing day-to-day customer service. The position is an on-site role, working Monday-Friday, with typical 8am-5pm office hours, and located at our office in Woodstock, GA. The position reports to the Customer Experience Manager. 

Essential Job Duties:

1. Manage customer re-orders to ensure prompt delivery of patient products.
   1. Maintain a patient load of approximately 300-600 patients (contact 35 patients per day).
   2. Review patient file in Brightree document management to ensure all documents are present and up to date prior contacting the patient.  Documents include prescriptions, medical records, patient handouts, and Prior Approvals.
      1. Should any document be within two months of expiration, the CER will notify the patient of the need to ensure they have a Dr. appointment scheduled.
      2. If patient has been seen by a physician, CER will communicate with Medical Records Specialist to ensure medical records and prescriptions are received in a timely manner.
   3. Contact patients to enquire about the need for re-orders. 
      1. Confirm all products that are needed, the quantity the patient has on hand, whether or not the patient is in an active Home Health episode, confirm any address or insurance changes prior to order.
   4. Move file to Order Processor to complete the Sales Order, and Purchase Order, and confirm the order has been sent to the appropriate fulfillment agent

High level of Verbal Communication Skills Required  

Data Entry, Reporting Skills, Maintaining Employee Files

Dependable, Organized

Scheduling

Maintaining Confidentiality

Team-player

Microsoft Office Skills