Quipt Home Medical, Corp
Customer Service Representative
Quipt Home Medical, Corp, Walnut Creek, California, United States, 94598
DescriptionQuipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us.Position:
Customer Service RepresentativePosition Reports To:
Branch Manager/CSR DirectorPosition SummaryAs a Customer Service Representative, you are a direct point of contact for any patient, care giver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.Essential Responsibilities:Have a comprehensive understanding of all products we carry.Understand companywide policies, procedures, standards, specifications, guidelines, and training programs.Know basic Brightree functions and proper intake procedures.Perform insurance verification and eligibility checks.Understand CMN requirements and prior authorizations.Know documentation requirements of the equipment.Understand patient’s financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade).Differentiate between verbal, written, and WOPD orders.Follow complaint resolution procedures.Answer the telephone using the company’s professional greeting and taking complete, accurate, and detailed messages. Transfer callers to the appropriate person or voice mail number.Greet all visitors upon their arrival and ensure they are properly directed to the appropriate personnel.Distribute mail daily and monitor the fax machine for incoming transmissions.Qualify orders by identifying the customer’s diagnosis and insurance coverage, ensuring necessary insurance reimbursement information is processed appropriately.Input customer orders or changes into the computer system timely.Arrange for convenient customer delivery/pickup times.Handle customer complaints courteously using appropriate techniques and problem-solving skills.Audit, confirm, and file all deliveries, pick-up, or exchange paperwork daily.Track active rentals, automatic reorders, and concentrator maintenance.Obtain prior authorization numbers and log information into the database.Obtain verbal and written orders from physicians and other healthcare professionals as needed.Ensure assigned procedures are processed accurately and timely.Maintain all patient files and information current at all times.Participate in company training programs.Demonstrate excellent oral and written communication skills.Timely file all necessary paperwork into patient charts.Assist in working various computer reports for quality assurance.Instruct customers or caregivers in the proper and safe use of all equipment delivered.Adhere strictly to all company policies and procedures.Perform scheduled hours and staggered shifts as needed.Perform duties in other company locations when required.Continually strive to develop knowledge and skills in all areas of the job.RequirementsPosition QualificationsHigh School Diploma or equivalent.Previous experience in a clerical or customer service environment.Knowledge of Microsoft Office (Word, Excel, etc.).Proficient general office skills (typing, computer, fax, filing, multiple phone lines).Neat personal appearance with strong communication skills.Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred.Continuing EducationAs designated by management to include company in-services and off-site training programs as appropriate to industry and position.FLSA StatusNon-ExemptLicenses, etc.None
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Customer Service RepresentativePosition Reports To:
Branch Manager/CSR DirectorPosition SummaryAs a Customer Service Representative, you are a direct point of contact for any patient, care giver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.Essential Responsibilities:Have a comprehensive understanding of all products we carry.Understand companywide policies, procedures, standards, specifications, guidelines, and training programs.Know basic Brightree functions and proper intake procedures.Perform insurance verification and eligibility checks.Understand CMN requirements and prior authorizations.Know documentation requirements of the equipment.Understand patient’s financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade).Differentiate between verbal, written, and WOPD orders.Follow complaint resolution procedures.Answer the telephone using the company’s professional greeting and taking complete, accurate, and detailed messages. Transfer callers to the appropriate person or voice mail number.Greet all visitors upon their arrival and ensure they are properly directed to the appropriate personnel.Distribute mail daily and monitor the fax machine for incoming transmissions.Qualify orders by identifying the customer’s diagnosis and insurance coverage, ensuring necessary insurance reimbursement information is processed appropriately.Input customer orders or changes into the computer system timely.Arrange for convenient customer delivery/pickup times.Handle customer complaints courteously using appropriate techniques and problem-solving skills.Audit, confirm, and file all deliveries, pick-up, or exchange paperwork daily.Track active rentals, automatic reorders, and concentrator maintenance.Obtain prior authorization numbers and log information into the database.Obtain verbal and written orders from physicians and other healthcare professionals as needed.Ensure assigned procedures are processed accurately and timely.Maintain all patient files and information current at all times.Participate in company training programs.Demonstrate excellent oral and written communication skills.Timely file all necessary paperwork into patient charts.Assist in working various computer reports for quality assurance.Instruct customers or caregivers in the proper and safe use of all equipment delivered.Adhere strictly to all company policies and procedures.Perform scheduled hours and staggered shifts as needed.Perform duties in other company locations when required.Continually strive to develop knowledge and skills in all areas of the job.RequirementsPosition QualificationsHigh School Diploma or equivalent.Previous experience in a clerical or customer service environment.Knowledge of Microsoft Office (Word, Excel, etc.).Proficient general office skills (typing, computer, fax, filing, multiple phone lines).Neat personal appearance with strong communication skills.Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred.Continuing EducationAs designated by management to include company in-services and off-site training programs as appropriate to industry and position.FLSA StatusNon-ExemptLicenses, etc.None
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