Call Center Customer Service Representative

Description

SUMMARY: Provides exceptional service as the first point of contact for customers. Complete setups and reorders for equipment, answer questions from patients and referrals, resolve issues efficiently and handle multiple tasks simultaneously while maintaining attention to detailed.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Assists all customers in a professional manner. 
• Maintain a positive, empathetic and professional attitude toward customers at all times. 
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Receives requests from multiple referral sources and completes requirements for equipment to be dispensed to the patients.
• Coordinates home equipment service request with Dispatch for prompt delivery or with our vendors for shipping to a patient.
• Provide customers with product and service information.
• Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
• Verifies medical necessity, insurance coverage, physician orders and obtain additional documentation required for all insurance assigned services. 
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to obtain payment for the equipment supplied.
• Understanding and striving to meet or exceed department metrics while providing excellent customer service.
• Other duties as assigned by management.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be professional, proactive and positive with referrals, customers and coworkers. The requirements listed below are representative

of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

Skills & Abilities

• Previous experience in a customer service call center role is preferred but not required.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Strong analytical and problem-solving abilities to address customer inquiries and resolve issues efficiently.
• Familiarity with computers and call center software; proficiency in data entry and order processing. Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall preferred
• Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience
• Capacity to handle multiple tasks simultaneously while maintaining attention to detail.
• Strong commitment to providing exceptional customer service and a positive customer experience.
• Willingness to adapt to changing processes, technology, and customer needs in a fast- paced environment
• Ability to work collaboratively within a team environment while also being self-motivated.

Language Skills

Ability to articulate clearly and concisely in English (or the primary language of the call center) to ensure understanding and provide accurate information to customers. Skill in actively listening to customer inquiries and concerns, enabling effective responses and personalized service. Competence in written communication for documentation purposes, including chat support and email correspondence, ensuring professionalism and clarity. Proficiency in additional languages is a plus, allowing for broader customer engagement and support.

Mathematical Skills

Perform quick and accurate arithmetic operations (addition, subtraction, multiplication, and division) to assist customers with billing inquiries, order totals, and service fees.

Analytical & Problem-Solving Ability

Ability to carry out instructions furnished in written, oral, or diagram form. Apply logical reasoning to assess situations and prioritize actions, facilitating efficient problem resolution. Make sound judgments under pressure, utilizing company policies and available resources to resolve customer concerns promptly and effectively. Adjust approaches based on the unique needs of each situation, demonstrating flexibility in finding solutions that satisfy both customer and organizational goals.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees are required to sit for extended periods while using a computer and headset, necessitating good posture and ergonomic practices to maintain comfort. Accurate typing and data entry skills are essential, requiring coordination between the eyes and hands to efficiently navigate computer systems and respond to customer inquiries. Clear verbal communication is necessary, involving the use of a headset for extended periods, which may require adjusting the headset for comfort and clarity.

Focus and Stamina: Maintaining concentration and stamina during high-volume call periods is crucial to providing excellent customer service throughout shifts.

WORK ENVIRONMENT

Employees work collaboratively in a team setting, fostering a supportive atmosphere where sharing ideas and solutions is encouraged. Employees will utilize various software and communication tools, requiring comfort with technology and the ability to adapt to new systems quickly. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAINING

Ongoing training and development opportunities are provided to enhance skills and stay updated on products, services, and best practices.

ADDITIONAL QUALIFICATIONS

None

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.