Position Summary

At Blackburn’s, we are always looking to strengthen our organization by adding the best available talent to our staff and retaining our valuable employees. We’re seeking a Customer Service Representative in our Corporate Office to service our customer’s needs. Under general supervision, the CSR is responsible for the timely processing of all patient accounts, coordination of scheduling of services, maintenance of patient files, and the production of all delivery paperwork. The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving concerns. The ideal candidate loves talking to people and proactively solving issues. 

Essential Functions and Responsibilities

HOURS OF WORK: 8:00 am- 6:00 pm as scheduled

Saturday Rotation: 9:00 am – 1:00 pm as necessary

OVERALL RESPONSIBILITIES:

• Process all incoming phone, web portal and fax orders according to departmental policy and guidelines
• Answer all calls expediently and provide the highest level of service to all customers and referral sources.
• Obtain all demographics and enter Customer completely (includes insurance, doctor information, DX, etc)
• Document infectious disease according to policy
• Enter all information in the computer system as required in appropriate note fields
• Complete intake forms as required or needed

• Complete patient setup: Intake, Insurance Verifications, Auths/Referrals, Doctor notes/Medical records, Customer service letter/Delivery packet, Plan of care.
• Obtain all medical documentation such as prescriptions, authorizations, or SOP as required
• Provide correct Codes to Doctors’ offices and referral sources as requested and obtain medical necessity for special needs products and forward LMN along with product literature to PCP or insurance company.
• Type/fax price quotes and product literature as requested to insurance carriers
• Verify customer has never had previous equipment before providing
• Request equipment i.e., wheelchair requests and/or spec sheets
• Trouble shooting – exchanging of equipment when necessary
• Order Enter – check inventory, confirm serial numbers
• Confirm/Bill orders as required (log CMN’s, PARS to confirm/bill)
• Process all Commercial and Institutional accounts per individual agreements
• Obtain accurate discharge dates prior to processing
• Verify return work order has all required information & signatures and confirm Serial Numbers written by driver
• Work Open Order Report weekly
• Work/follow up on supporting documents/authorizations
• Maintain library of all insurance guidelines/contracts and products at desk
• Educate referral sources by phone/fax/e-mail
• Research questions and products/supplies as necessary
• Assist with in-services as requested
• Assist with staff training as necessary & assist co-workers if necessary due to work overload
• Provide customer or referral sources option in lieu of negative responses
• Customer surveys as requested
• Enter all Customer Complaints into the computer
• Miscellaneous as requested by management

CONTINUING EDUCATION:

* Attend department in-services by manufacturers as designated

* Review industry literature, bulletins, memos as distributed, catalog for reference

* Attend workshops and seminars as requested. Avail yourself of audio and videotape

Skills

• Effectively handle multiple priorities, organize workload, and meet demanding deadlines.
• Skilled in MS Office,
• The ability to organize, prioritize work, multi-task, work independently, and easily adapt to changing situations.
• Make recommendations to effectively resolve problems, or issues by using judgment that is consistent with standards, practices, policies, procedures, regulations, or government laws.
• Strong analytical and problem-solving skills.
• High level of interpersonal skills to handle sensitive and confidential situations.
• Strong verbal, written, and presentation skills.

Attributes

• Oral Comprehension & Expression – The ability to communicate, listen and understand information and direction through spoken words and sentences.
• Written Comprehension & Expression – The ability to read, write and understand information and ideas.
• Speech Clarity – The ability to speak clearly so others can understand.
• Reasoning – The ability to apply common sense understanding to carry out instruction and the ability to deal with problems involving concrete variables in standardized situations