[Hiring] Customer Service Associate - Resupply @Medcare Equipment Company LLC

Role Description

The Customer Service Associate (CSA) I – Resupply is primarily responsible for handling customer orders for specific durable medical equipment supplies. In this role, the CSA I will field incoming or outgoing calls from patients, caregivers, referral sources, or commercial accounts. Provides superior customer service by ensuring accurate and efficient order processing, answering questions appropriately, and resolving issues in a timely and compassionate manner.

• Professionally handle incoming calls from patients, caregivers, and providers.
• Gather all required data, carefully take orders, assist with any inquiries, and provide excellent customer service.
• Validate patient details and enter all information and documentation into the system accurately.
• Obtain all appropriate documentation from patient and referral sources including script, PARs, Face to Face notes (F2F) and WOPD prior to dispensing orders.
• Reach out to the appropriate party if documentation or information is missing.
• Contact patient after receipt of order to verify demographics and insurance coverage.
• Make edits and adjustments to insurance information according to MedCare’s processes.
• Follow-up with patient or referral source as needed.
• Communicate financial responsibility to patients and family.
• Process payments and co-pays via credit/debit card or e-check prior to releasing an order.
• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action.
• If unable to resolve, document it for escalation to the person or department best suited to handle.
• Work open to do and task list when assigned. Complete tasks in a timely manner.
• Cross-train within the department and be willing to take on a variety of tasks to support the entire department.
• All other duties as assigned.

Qualifications

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment and supplies preferred.
• Demonstrated PC skills with proven data entry experience.
• Proficient in MS Office, especially Word and Excel.
• Strong organizational and time management skills.
• Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR’s to expedite order processing preferred.

Requirements

• Sitting for extended periods of time.
• Manual dexterity for typing and writing.
• Ability to read small print and view a computer screen for prolonged periods.
• Ability to lift, push, pull, or carry objects up to 20 pounds.
• Able to wear over-ear headsets for the majority of the workday.