CUSTOMER SERVICE REPRESENTATIVE

Are you E.P.I.C?!

Do you display E mpathy, P assion, I ntegrity, and C ommitment? If YES, join us where we hold ourselves to high standards of excellence and cultivate a supportive team environment.

As a Customer Service Representative, you'll play a crucial role in serving our patients and community, demonstrating warmth, compassion, and a commitment to our mission of providing quality, innovative healthcare products and services.

We're more than just a workplace - we're a community. Our extracurricular and team-building activities, including holiday parties, pizza parties, happy hours, and the coveted HSS Amazing Race , fostering camaraderie, and a sense of belonging.

We recognize and honor the dedication of our long-serving employees, with many having more than 5, 10, 15, and even 20 years of experience with us.

About the Positions

• The Care Coordinator is involved in many facets of the company's operation including patient referral source interaction, order fulfillment, logistics, insurance verification, billing, offering guidance and answering questions relating to durable medical equipment, and more!
• Interact with patient referral sources and ensure smooth order fulfillment, including logistics, insurance verification, and billing.
• Respond promptly to inbound customer communications, resolving inquiries and issues effectively while keeping customers informed about order and inquiry statuses.
• Process customer orders through various channels, verifying accuracy and completeness, and manage inventory allocation for fulfillment.
• Initiate and oversee the fulfillment process, arrange shipment logistics, and provide tracking information to customers.
• Issue return authorizations, manage returns, refunds, or replacements, and maintain accurate records of all transactions and communications.
• Conduct outbound calls and reviews of client Electronic Medical Records to update recurring orders, ensuring required documentation for insurance coverage.
• Manage recurring order updates for specific products, ensuring compliance with insurance documentation requirements.
• Build and maintain client relationships while researching and uncovering new patient and insurance coverage opportunities.
• Assist in preparing quotes, product specifications, and perform other administrative tasks as needed.
• Manage and update CRM systems to ensure accurate and up-to-date records, and assess and qualify leads to support sales.
• Collaborate with team members across departments to ensure proper patient care and insurance reimbursement.
• Coordinate care with physician offices, long-term care facilities, and hospitals, communicating via phone, email, or in person.
• Educate referral sources on the company's products, services, and insurance requirements.
• Create and process equipment and supply orders based on physicians' orders, entering them into electronic medical record systems and sales platforms.
• Educate patients on the operational use and troubleshooting of medical equipment and devices.

What We're Looking For

• A kind and friendly attitude, with a proactive and positive mindset.
• Energetic and driven, demonstrating a strong work ethic.
• Highly organized with keen attention to detail.
• Professional, courteous, and able to communicate effectively both verbally and in writing.
• Strong customer service skills, with the ability to resolve issues and build relationships.
• A team player who collaborates effectively with colleagues across departments.

Qualifications for Success

• High School Diploma or GED required.
• Associates or Bachelor's degree, preferred.
• Experience in the medical field, a plus.
• Background in customer service highly preferred.
• Knowledge of Medicare, Medicaid and third-party insurances, a plus.

Benefits

• Competitive starting pay
• Health, Dental, and Vision Insurance
• Short-Term and long-Term Disability options
• 401K with company match
• PTO, Vacation and paid Holidays

Compensation

$18.00 - $23.00, per hour dependent on experience

Shift

8 : 30am - 5 : 00pm, Monday - Friday

Location

• Wheatfield, NY
2 days ago