Customer Service Specialist

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care.

Customers and their patients are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include :

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

ABOUT THE COMPANY

JOB SUMMARY

This position is responsible for identifying and resolving customer issues and answering customer inquiries regarding the status of their order.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) phone calls, email, fax, chat, text, web inquiries, and other electronic sources
• Receive and process order requests from referrals for durable medical equipment and healthcare services
• Provide accurate information and updates as related to new orders, resupplies, pickups, and / or exchanges
• Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and / or referrals
• Resolves patient / referral complaints and escalations with urgency by the identifying problem, troubleshooting of equipment and / or coordinating appropriate corrective action
• Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service
• Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices
• Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers
• Performs other duties as required

MINIMUM REQUIRED QUALIFICATIONS

Education and / or Experience

• High School Diploma or GED required
• 1-3 years of Call Center Experience preferred
• 1-3 Years of Healthcare and / or Health Insurance Customer Service experience preferred
• Experience working in remote environment preferred

Certificates, Licenses, Registrations or Professional Designations

N / A

SKILLS, KNOWLEDGE AND ABILITIES

• Assess problems & identify solutions
• Professional verbal and written communication
• Effective listening, paraphrasing, and summarization
• Personal accountability and emotional intelligence
• Time management and reliability

Computer Skills

Basic skills in using a Windows based computer.

Language Skills

English (reading, writing, verbal)

Mathematical Skills

Basic level mathematical proficiency

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.

It also may require occasional lifting, carrying, walking, climbing, kneeling, bending / stooping, twisting, pulling / pushing, walking, bending, stooping, and reaching above the shoulder.

Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

WORK ENVIRONMENT

Work is performed in an office setting with exposure to moderate noise.

TRAVEL

Occasional travel as required.

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations.

The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.

PLEASE NOTE : This is a remote position which is US-based. This role requires individuals to physically reside and work within the United States.

Company systems and equipment are monitored for security and other purposes and removal of Company equipment outside of the United States is not permitted without prior authorization.