SMS-CUSTOMER SERVICE SPEC I

General Purpose of Job:

As a member of the Customer Service team, the CSR plays a vital role in supporting UMH-Sparrow Medical Supply (SMS) sites by advancing customer service goals and operational objectives. This position is essential in delivering exceptional care to patients, customers, team members, and referral sources. The CSR I must demonstrate strong relationship-building skills, effective problem-solving abilities, and a steadfast commitment to patient safety, customer satisfaction, and financial accountability.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Team Members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position

All Task Categories must adhere to the following:

• Responds to and resolves customer inquiries, in person, phone, and/or email.
• Is the primary contact to customers and meets their needs in a professional manner.
• Makes outgoing inquiries to obtain missing information from referral sources to complete the referral.
• Accurately inputs customer, insurance, and documentation into database system.
• Fulfills orders by selecting the appropriate product
• Accurately performs inbound document routing tasks and files appropriately into customer electronic medical record.
• Seeks supervisory assistance to resolve complex customer issues
• Becomes skilled at and possesses complete understanding of all CSR I level tasks and competencies
• General understanding of product, prices, and inventory locations.
• Ensures all information and documentation is complete and properly entered for payment.
• Obtains additional documentation when required from EPIC, telephone, or fax inquiries.
• Ensures effective communication between locations to support customer needs.
• Creates a positive culture work environment.
• Verifies customer's insurance benefits and assists to obtain necessary documentation to meet insurance criteria.
• Performs payment transactions via cash register, credit card, and/or payment portal. Assisting customers/patients with arranging payment plans in portal.
• Ability to multitask and prioritize referrals to ensure timelines meet referral/customer needs.

Task Category: Retail Services (Competency):

• Maintain supply levels by monitoring items needed by stocking products.
• Performs basic fittings (e.g. knee braces, wrist braces, soft cervical collars - see competency for complete list)
• Processes purchase order receiving via warehouse transfers by verifying order and quantities are correct - printing bar code price labels and put stock in appropriate bin location.
• Maintains cleanliness and organization of showroom, product displays, and assigns product bin locations.
• Educates customer on appropriate use of equipment or supplies to ensure instruction for use and safety.
• Processes daily cash drawer deposits, verifying accuracy of transactions.
• Verifies customer's insurance eligibility and benefits to determine coverage before completing order.
• Obtains insurance authorizations when required and enters the authorization information appropriately.
• Index inbound document routing to appropriate accounts/folders.

Task Category: Call Center (Competency):

• Effectively manages call volumes and monitors phone queue.
• Checks after hour and non-urgent message lines.
• Ability to multi-task and prioritize referrals to ensure timely hospital discharges
• Liaison between referral source and patient to provide education on insurance
• Prioritize fax referrals to coordinate urgent medical equipment and supply deliveries.
• Reindex inbound document routing to appropriate accounts/folders.
• Lansing office:Schedule Lansing PAP appointments and triage PAP related calls.
• Lansing office:Team members are assigned alpha fax letters to prioritize urgent faxes (e.g. hospital discharges, same day deliveries, and/or orders with high level of medical need).