Customer Service Representative

Essential Duties and Responsibilities:

• Ensure that all orders are processed in a timely and accurate manner with the appropriate paperwork completed; all orders must be entered into the system timely with all necessary documentation included and ready for billing upon delivery (or as allowed by authoritative and governing guidelines)
• Handle inbound and outbound phone calls in a timely and professional manner; respond to inquiries and calls with proper prioritization and within reasonable timeframe; ensure that interactions are documented in the patient (customer) account within the software.
• Monitor and process faxes and other sources of orders/referrals; enter and account for each in the software and ensure response/action is taken accordingly.
• Efficiently coordinate branch transactions (deliveries, pick-ups, exchanges, returns, service, repair/maintenance) with appropriate staff (drivers, warehouse, liaisons, therapists, sales) and with patients (customers)
• Facilitate collection of patient balances for new and existing accounts; manage payment plans and recurring payments in order to produce desirable collection results for the branch.
• Contribute, both individually and as a team, to the achievement of operational, financial, and cultural performance goals for assigned branch location(s); be an advocate of management and a positive presence in the branch.
• Maintain current knowledge of and ensure compliance with company policies and procedures; stay current in medical billing practices, eligibility and insurance requirements, documentation requirements, and billing reimbursement.
• Develop and maintain working knowledge of products and services offered by the company, relevant governmental or regulatory requirements, and accreditation requirements.
• Maintain a high level of service satisfaction with patients and referral sources; maintain strong working relationships with branch staff and other employees.
• Ensure physical control and proper care of company assets, account for movement of physical assets within the software in a timely fashion.
• Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors; maintain professional appearance with clothing, grooming, and personal hygiene.
• Responsible for performing other duties as assigned by management.

Qualifications:

• High school diploma or equivalent.

Preferred Knowledge, Skills and Abilities:

• Customer service experience preferred.
• Relevant healthcare or medical billing experience preferred.
• Knowledge of medical billing practices, eligibility and insurance requirements, and billing reimbursement.
• Commitment to service excellence and superior performance.
• Solid verbal and written skills.
• Proper phone and email etiquette.
• Manage time effectively.
• Able to multi-task and complete all assigned tasks at quality levels and within deadlines.
• Organized and structured in carrying out responsibilities.
• Professionally postured in both behavior and physical appearance.
• Strong interpersonal and communication skills; respectful and polite in all interactions.
• Able to physically lift, carry, and move equipment.
• Efficient use of technology and software.

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. – 5:00 p.m. and on-call rotations as assigned. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)