Customer Service Representative/Call Center - Hart Medical Equipment

Status: Full Time

Location: Essexville, Can be fully remote after training

Hours: 10:30am - 7 pm M-F

Hart Medical Equipment offers a competitive salary and benefits package. EOE

Customer Service Representative – Call Center

SUMMARY: Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

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

· Assists all internal and external customers in a professional manner.

· Maintain a positive, empathetic and professional attitude toward customers at all times.

· Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.

· Coordinates home equipment service request with Dispatch for prompt delivery.

· Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.

· 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 and physician orders for all insurance-assigned services.

· Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.

· Understanding and striving to meet or exceed department metrics while providing excellent customer service.

· Making sales or recommendations for products or services that may complement client needs, as applicable.

· Other duties as assigned by management.

QUALIFICATIONS

To perform as a customer service call center representative successfully, an individual must be professional, proactive and positive with internal and external 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

· Excellent interpersonal, written and oral communication skills.

· Customer service orientation

· Attention to detail

· Good data entry skills

· Proficiency with computers, with strong typing skills

· Ability to work in a fast paced environment.

By submitting an application, you are agreeing to the terms of Hart's Application Acknowledgement and Agreement found at https://hartmedical.org/application-agreement.

IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability genetic information, height, weight, marital or veteran status or any other protected status in accordance with the requirements of applicable federal state and local laws. Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law.

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