Job Duties :
- Develop and maintain working knowledge of current DME products and services offered by the company
- Answer all calls and emails in a timely manner, to meet company goals
- Document all call information in our patient database
- Answer questions about DME products and services, general service line information and other information as necessary based on customer call needs
- Process orders, route calls to appropriate resource, and follow up on customer calls where necessary
- Accurately process, review, and / or submit documentation for patient orders
- Complete insurance verification to determine patient’s eligibility, coverage, co-insurances, and deductibles
- Maintain open and clear communicate with our Customer Service Team and Management
- Responsible for contacting patients with updates on their order status
- Meet quality assurance requirements and other key performance goals
- Use compassion and creativity to resolve customer complaints and escalations
- Pay attention to detail and maintain strong organizational skills
- Actively listen to patient needs and handle stressful situations with compassion and empathy
- Flexibility to learn and take on new tasks
- Utilize company provided tools to maintain quality standards
Competency, Skills and Abilities :
- Excellent customer service skills
- Analytical and problem-solving skills with attention to detail
- Decision Making skills
- Excellent ability to communicate both verbally and in writing
- Ability to prioritize and manage multiple tasks
- Proficient computer skills and knowledge of Microsoft Office
- Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
- Work well both independently and as part of a group
- Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team
Requirements
Minimum Job Qualifications :
- High School Diploma or equivalent
- 3 years work related experience or customer service experience
- Reliable transportation to and from work and the ability to work 8 : 00am-5 : 00pm Monday-Friday
- Able to work on-call service via the phone once every 5-6 weeks for additional pay
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