CUSTOMER CARE SPECIALIST

Overview

Reporting to the Memorial Home Services Branch Account Manager along with team leader, the Customer Care Specialist will perform a wide variety of sales and customer service duties relating to the selection, sale, and service of medical supplies, equipment, and products. Duties will be performed via phone and in-person directly with customers in an office or retail (including branch) setting. The Customer Care Specialist will be responsible for selling consultatively. These work environments may regularly or periodically rotate as deemed by business need and management. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Qualifications

Education :

• Graduation from high school, or the equivalency, is required.

Licensure / Certification / Registry :

Experience :

Other Knowledge / Skills / Abilities :

Responsibilities

Participate in assigned online and on-the-job training to learn basic medical terminology, product / equipment information, and insurance fundamentals.

Utilize computer software to create / maintain electronic customer accounts. Documents and modifies customer, billing, and insurance information as required.

With assistance from other staff and manager, begins to develop knowledge of various medical products, equipment, and supplies and insurance coverage's.

Learn to perform basic equipment assembly, cleaning, testing, repair, and troubleshooting.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values :

SAFETY : Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.

COURTESY : Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.

QUALITY : Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.

EFFICIENCY : Reduce Waste - I use time and resources wisely. I prevent defects and delays.

Greets customers in-person or via phone and determines nature of inquiry. Within scope of knowledge and authority, assists customers with product / service inquiries, equipment selection.

Interprets doctors' orders received for medical equipment; determines and conveys the appropriate selection to the customer based on prescription and current insurance coverage.

Provides product / equipment descriptions, usage, and demonstrations regarding equipment and associated supplies to customers and ensures adequate customer understanding.

Coordinates the delivery of medical equipment, supplies, and associated items at customer request or as business needs dictate (as required by work location).

Collects cash and credit card payment for point-of-sale transactions; may make daily bank deposits for Memorial Home Services as required by work location.

Prepares work orders and coordinates their successful implementation with the appropriate internal and external resources.

Stocks and displays retail merchandise at the location; responds to requests and follows up for special order merchandise.

Rotates work settings (to include retail, office, phone, and / or branch environments) as assigned by management or as otherwise required.

Serve as a backup for others, especially during times of special needs or staff absences.

Prepare for and perform physical inventory counts.

Perform ordering, receiving, sale and distribution of all inventories for retail and commercial product lines depending on store location needs.

Assist Memorial Home Services management with The Joint Commission preparation and surveys.

Provide local marketing / sales support with the assistance of the Branch Accounts Manager.

Ability to meet the budgeted retail financial goals through short and long term relationship building techniques with referral sources.

Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.

Maintain an awareness of all promotions and advertisements.

Assist in floor moves, merchandising, display maintenance, and housekeeping.

Aid customers in locating merchandise.

Assist in completing price changes within the department.

Assist in processing and replenishing merchandise and monitoring floor stock.

Represent Memorial Home Services at community events as requested by Branch Accounts Manager.

Provide training and educational experiences for less experienced staff members.

Participate in mid and year-end inventory process.

Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.