**Customer Service Representative - Home Medical Equipment**

**Job Summary:** Provides home medical equipment for clients. Processes HME purchases and rentals and enters information into the computer system.

**Essential Functions:**

* Consistently uses an outward mindset and puts forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others to achieve their goals and objectives.

* Talks with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance or changes in service

* Fills out order forms, determines charges and coverage for service requested, collects co-pays, and inserts data into information system.

* Solicits sale of new or additional services.

* Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

* Files and/or creates patients records.

* Assists with orientation and training of new HME personnel as needed.

* Talks with dissatisfied customers and coordinates the correction of the complaint and ensures service recovery. Recommends corrective services to adjust customer complaints.

* Performs advanced file maintenance on patients records and information system.

* Assists insurance companies in selection of correct billing codes and equipment or service selection.

* Assists in trade show or exhibit set-ups and attendance.

* Attends local support groups for marketing measures.

* Schedules deliveries, pick-ups, discontinuances, maintenances or changes in service.

* Maintains a safe and risk free environment for customers and other staff.

* Recognizes importance of building partnerships with all members of the health care team and exhibits behavior that displays teamwork, professionalism, and respect for diversity.

* Participates in quality/performance improvement activities as needed.

* Participates in educational programs.

**Minimum Qualifications:** High school diploma or GED. Six (6) months related and/or customer service experience and/or training or equivalent combination of education and experience.

**Knowledge, Skills & Abilities:** HME experience preferred. Able to perform customer service responsibilities with politeness, respect, and efficiency, using appropriate time management skills. Effective interpersonal skills in all areas of communication with strong oral communication skills. Must be able to work independently and be capable of solving problems with theoretical and practical approaches using good judgment. Ability to maintain client confidentiality. Able to read, analyze, and interpret general business periodicals, manuals, professional journals, technical procedures, or governmental periodicals, write reports, business correspondence, and policies and procedures. Able to operate a computer using a variety of software applications. Able to effectively present information and respond to questions from peers, clients, customers, and the general public. Able to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume. Able to solve practical problems and deal with a variety of concrete variables. Able to interpret a variety of instructions furnished in written, oral, and other forms. Able to assess and prioritize multiple tasks, projects and demands. Able to work in a self-directed and collaborative environment. Able to meet deadlines with a high degree of accuracy.

**Working Conditions:** May occasionally be exposed to hazardous materials or infectious diseases. On Call availability as needed after hours, weekends, holidays.

**Physical Requirements:** Constantly sit, see/visual acuity, talk/hear. Frequently stand, walk, reach, handle/grasp/feel, lift/carry 1 to 25 lbs. Occasionally lift/carry 25 to 49 lbs.