What are the responsibilities and job description for the Customer Service Representative position at Medical Center Pharmacy, Inc.?
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned.
Implements Advanced Care Medical Equipment's Mission Statement.
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 patient's records.
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 patient's records.
Educates and trains new Customer Service Representatives.
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 maintenances on patient's records and information system.
Assists insurance companies in selection of correct billing codes and equipment or service selection.
Assist in trade show or exhibit set-ups and attendance.
Attend local support groups for marketing measures.
Schedules deliveries, pick-ups, discontinuances, maintenances or changes in service.
May have to communicate or interact with, assess, or treat Advanced Care Medical Equipment's customers that may be:
- Infants (0 - 1 years of age)
- Pediatrics (1 - 17 years of age)
- Adults (18 - 64 years of age)
- Seniors (65 years or greater)
Abstracts and codes clinical data such as diseases, operations, procedures, and therapies on medical records according to specified standards.
Assigns patient severity of illness index ratings, supplemental codes, and other data as necessary.
Monitors completion of medical records in accordance with time standards.
Audits incomplete records and prepares reports on delinquencies.
Confers with doctors, nurses, and other health personnel to assure complete, current, and accurate medical records.
Compiles, maintains, and reviews logs, reports, and statistical records, and researches records to locate health data as requested.
Maintains and utilizes a variety of health record indexes and storage and retrieval systems.
Operates computer to process, store, and retrieve health information.
Assists in identification of medical records needed for research using both manual and computer indexes.
Assists Medical Record Director in special studies or research, as needed.
Trains clerical staff in medical record processing activities.
Prepares input for computerized medical information systems and for processing vital statistics, insurance, and other forms and documents.
Participates in Performance Improvement (PI) activities.
Participates, on an ongoing basis, in traditional learning and DMETRAIN programs.
COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Uses intuition and experience to complement data.
Design - Demonstrates attention to detail.
Problem Solving - Gathers and analyzes information skillfully; Works well in group problem solving situations.
Project Management - Completes projects on time and budget.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities.
Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Interpersonal - Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things.
Oral Communication - Listens and gets clarification.
Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit.
Written Communication - Able to read and interpret written information.
Change Management - Prepares and supports those affected by change.
Leadership - Exhibits confidence in self and others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates.
Managing People - Makes self available to staff; Improves processes, products and services.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Displays orientation to profitability.
Cost Consciousness - Conserves organizational resources.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences.
Ethics -Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
Initiative - Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Generates suggestions for improving work.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
Motivation - Measures self against standard of excellence.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
Professionalism - Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION/EXPERIENCE: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE ABILITY: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
MATH ABILITY: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software and Accounting software.
CERTIFICATES AND LICENSES: No certificates or licenses are required.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk and talk or hear. The employee must occasionally lift and/or move up to 50 pounds.
I understand and agree with the above job description. I also understand that the above job description will be used during my employee/job evaluation. I also have been explained my position on Advanced Care Medical Equipment's organizational chart and know who my immediate supervisor is.