Customer Service Representative

Job Description

***In office position, not remote***

Texas Home Medical is looking for a customer-oriented, service representative to manage order processing, new patient set ups, and existing patient requests. The best CSRs are genuinely excited to help customers and referral sources. They’re patient, empathetic, and passionately communicative.

Responsibilities

• Communicate with referral sources both verbally and electronically to collect needed paperwork.
• Communicate insurance benefits and DME cost to customers to complete sale.
• Keep records of all customer & referral interactions, process customer accounts, and file documents electronically.
• Manage incoming calls.
• Processes paperwork - confirms tickets, inputs new patient set-ups, and completes daily assigned work in an accurate and timely manner.
• Verifies Medicare and private insurance coverage information and maintains expertise of insurance requirements.
• Sell patients on the benefits of CPAP and BILEVEL.
• Communicates and works with operations and sales staff to reduce internal work-flow issues and errors that impact processing timelines and patient care. Is proficient at managing varying expectations per each referral source and sales reps to obtain needed paperwork.
• Communicate order updates to patients, doctor’s offices, and sales reps.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints and provide appropriate solutions within the expected time limits; follow-up to ensure resolution.
• Go the extra mile to engage customers.
  
  

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (company-wide)
• Valid driver’s license in state of residence with a clean driving record
  
  

Skills, Knowledge, And Abilities

• Ability to maintain confidentiality and practice discretion and caution when handling sensitive information (HIPPA)
• Ability to multi-task along with attention to detail
• Ability to work independently and as part of a team
• Communicates effectively with employees, patients, and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner
• Ability to overcome patient/customer objections to CPAP/BILEVEL
• Flexible approach
• Knowledge of appropriate telephone etiquette
• Knowledge of insurance policies and requirements preferred
• Knowledge of medical billing practices and billing reimbursement preferred
• Strong organizational and prioritization skills
• Strong self-motivation and time-management skills
• Strong sense of urgency and responsiveness to customers
• Strong verbal and written communication skills
  
  

Physical Demands

• Requires sitting, walking, standing, talking, and listening
• Requires close vision to small print on computer and or paperwork
  
  

Machines, Equipment And Technical Abilities

• eFax transmission and communication
• Email transmission and communication
• Internet navigation and research
• Microsoft applications including but not limited to Word, Excel, etc.
• Office equipment; fax machine, copier, printer, phone, and computer
  
  

Work Environment & Hours

• Office environment
• Monday - Friday; 8:30am -5:30pm
  
  

Benefits: No benefits for 2022, benefit package starting 2023

Company Description

Texas Home Medical, Inc. is an independently owned and operated company dedicated to providing the best home medical and respiratory services available. We are committed to providing equipment that meets the standards of our industry, while providing patient services based on our respect of our individual patient's rights.

Texas Home Medical, Inc. is an independently owned and operated company dedicated to providing the best home medical and respiratory services available. We are committed to providing equipment that meets the standards of our industry, while providing patient services based on our respect of our individual patient's rights.