Medical Customer Service Representative

Salary: up to $25/hour depending on experience

Schedule: Full-time; 9am-5pm. Occasional adjusted work schedule to accommodate company needs.

Essential Functions

The Medical Customer Service Representative interviews customers and records all information into the appropriate records for customer service.

• Talks with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance or changes in service.
• Fills out order forms, determines charges and coverage for service requested, collects co-pays, and inserts data into information system
• Solicits sale of new or additional services.
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Files and/or creates patient’s records.
• Educates and trains new Customer Service Representatives.
• Talks with dissatisfied customers and coordinates the correction of the complaint and ensures service recovery. Recommends corrective services to adjust customer complaints.
• Performs advanced file maintenance on patient records and information system.
• Assists insurance companies in selection of correct billing codes and equipment or service selection.
• Assists in trade show or exhibit set-ups and attendance.
• Attends local support groups for marketing measures.
• Schedules deliveries, pick-ups, discontinuances, maintenances or changes in service.
• Communicates with company’s customers that may be of various ages.
• Participates in Improvement of Operational Performance (IOP) activities.
• Participates in traditional and e-learning programs.
• Ensures compliance with Company policies and procedures.
• Works effectively with other company employees, managers, and departments.
• Performs all job functions with Company Mission, Vision, and Goal Statements in mind.

Job Requirements and Qualifications

Education, Certificate, and Licensure

• High school diploma or general education degree (GED)
• DME Certified Specialist
• Three to six months industry related work experience and/or training OR equivalent combination of education and experience.

Medical Customer Service Representative Requirements

• Demonstrate the ability to quickly acquire knowledge of departmental program structure (Mission, Vision, and Goal Statements) and department policies and procedures.
• Must be able to work a flexible schedule, as needed, and have the ability to demonstrate effective time management skills
• Can work independently with minimal supervision.
• Must demonstrate proficiency and productivity in a fast paced environment while maintaining acceptable judgment, responsibility, and assumption for decisions, consequences, and results.
• Applicant must demonstrate good organization and communication skills.

Math Ability

Must demonstrate proficient ability to apply mathematical concepts such as basic algebra and geometry to tasks such as calculating figures and amounts discounts, interest, commissions, proportions, percentages, area, circumference, and volume to practical situations.

Supervisory Requirements

Must demonstrate proficient ability to mentor and provide proper instruction and training to Customer Service Representative I personnel.

Language and Communication Ability

• Must demonstrate proficient ability to foster professional working relationships utilizing strong interpersonal communication skills organization-wide.
• Applicant must demonstrate the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations and effectively present and debate any assortment of information relevant to their area of expertise and designated responsibilities and duties with members of the Company and on behalf of the Company when appropriate.
• Additionally, the applicant must demonstrate the ability to write reports, business correspondence, and procedure manuals.

Physical Demands

Must demonstrate the ability to work in a standard office setting and use standard office equipment, which may include but is not limited to; computers, fax and copy machines, and other office supplies. Requires stamina to frequently sit for extended periods of time and to maintain attention to detail despite interruptions; strength to lift and carry files weighing up to 10 pounds; vision to read printed materials and a computer screen; hearing and speech to communicate in person over the phone; manual dexterity to perform job functions. Additionally, the employee is occasionally required to walk and lift and/or move up to 50 pounds.

Reasoning Ability

Must demonstrate proficient ability to understand, interpret, and apply an extensive array of complex mathematical instruction and information through analytical collection of factual data to produce logical solutions and/or conclusions where only limited standardization exists.

Technology Skills

Must demonstrate proficient ability and practical knowledge of personal computer use, word processing software, spreadsheet software, billing software, and accounting software applicable to the industry. Additionally, the applicant must demonstrate the ability to quickly and proficiently learn to use company specific software programs and any other handheld or technology tools as required for completing job tasks.

Other Information

This job description has been identified as having potential risk of occupational exposure to hazardous chemicals, blood, or other potentially infectious materials. During the performance of some job duties it may be required that the following personal protective equipment (PPE) be worn:

• Eye and Face protection
• Gowns, Aprons, and Other Body Clothing
• Hand Protection
• N95 Respirator

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Walpole, MA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you confident in your ability to mentor and provide proper instruction and training to Customer Service Representative Level I personnel?
• Do you have a high school diploma or GED, 3-6 months of industry related experience/training OR an equivalent combination of education and experience? Please elaborate.
• Are you DME Certified?
• Do you have experience providing customer service in the Medical Industry (insurance, medical products, services etc.)?

Experience:

• Customer Service: 1 year (Required)

Work Location: One location

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