Customer Service Representative - IDDM

Hart Medical Equipment is a nationally accredited provider of home medical equipment and supplies. They are seeking a Customer Service Representative to provide exceptional service as the first point of contact for customers, handling equipment setups, answering questions, and resolving issues efficiently.

Responsibilities:

• 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:

• High school diploma or general education degree (GED)
• 6 months of relevant customer service experience preferred
• 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
• 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
• 6 months of relevant customer service experience
• Previous experience in a customer service call center role
• Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall
• Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience