What are the responsibilities and job description for the Customer Service Representative position at BLACKBURN'S PHYSICIANS PHARMACY?
Position Summary
We are seeking a dedicated and customer-focused Customer Service Representative to join our team in Harrisburg. This role is essential in providing exceptional service to our patients and customers, ensuring their needs are met with professionalism and efficiency. Knowledge of Home Medical Equipment (HME) preferred.
At Blackburns, we are always looking to strengthen our organization by adding the best available talent to our staff and retaining our valuable employees. Were seeking a Customer Service Representative in our Corporate Office to service our customers 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 companys 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: Monday-Friday 8:00-4:30 or 8:30-5:00 Travel for initial training to Corporate Office in Tarentum, PA and Quarterly. In Office is Required.
OVERALL RESPONSIBILITIES:
- Process all incoming phone 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 diseases 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 CMNs, 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 monthly
- 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
MINIMUM QUALIFICATIONS: High school or equivalent education required. College credits, certificate or degree desired. Must be detail-oriented; possess excellent communication, human relations and organizational skills. Knowledge of medical terminology, physiology, and anatomy is a plus.
