CUSTOMER SERVICE REP- POMERENE - Aultman Health Foundation

PURPOSE OF POSITION

The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.

RESPONSIBILITIES & EXPECTATIONS

• Delivers accurate, courteous and prompt service in a highly professional manner.

• Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service.

• Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages.

• Accurately completes required forms/order, determines coverage for services requested and charges

• Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing.

• Demonstrates a strong knowledge base in benefit coverage for insurance products. Collects appropriate co-pays/payments and documents information in system.

• Maintains professional working standards at all times. Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service.

• Maintains a working knowledge of Government, State (Medicare/Medicaid) and commercial insurance regulations, requirements and reimbursement.

• Works collaboratively with team members supporting a cooperative and productive work environment.

• Knowledge of electronic software programs. Accurately processes new and ongoing orders accurately. Demonstrates compliance with documentation mandates and standards.

• Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution. Responds appropriately to customer questions and concerns

• Maintains open communication and confidentiality with customers, peers and referral sources.

• Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes.

• Demonstrates good organizational, time management and communication skills.

• Participates in traditional and e-learning opportunities.

• Participates in performance improvements activities.

• Participates in traditional and e-learning

• Perform other duties as assigned by Director or designee

• Must float to other location as needed per the discretion of the Director or designee.

• Will check email and reply within 2 business days.

JOB REQUIREMENTS

• Maintains a high level of product knowledge on all DMEPOS products

• Responsible for completing documentation relevant to individual situation; thoroughly and accurately

• All mandatory documentation required in CPR+ is completed in a timely manner

• Responsible for maintaining an organized, customer-friendly working environment

• Follows infection control protocols and universal precautions

• Utilizes proper safety protocols

• Maintains client confidentiality

• High level of knowledge of DMEPOS products and services

• Prior customer services / industry experience preferred

• High School graduate or equivalent (GED).

• Work effectively within a team setting

• Excellent communication skills

All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

WORKING CONDITIONS:

Works 8 hours per day, Monday through Friday

Expected to adhere to hospital policies and procedures

Primarily sits

PHYSICAL REQUIREMENTS ADDENDUM

PURPOSE: To identify specific functions job requirements and work environment factors that could affect job performance

O=Occasionally = 33% of the work shift or 0-32 repetitions

F=Frequently = 34-66% of the work shift or 32-200+ repetitions

C=Constantly = 67-100% of the work shift or 200+ repetitions

N=Not essential job requirement

C Standing

C Walking

O Lifting (70 pounds)

O Carrying (70 pounds)

O Pushing (70 pounds)

N Climbing with (70 pounds)

O Stooping/Bending

O Kneeling/Squatting

O Crawling

O Reaching Up/Reaching Forward

Additional information concerning physical requirements for the position: N/A

PI249187120