CSR/Account Liaison
Career Details
Full Time Petoskey, MI Posted on 12/31/2020
Customer Service Rep/Account Liaison – Discharge Office
Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.
Status: Full Time
Location: Petoskey (McLaren Northern Michigan Hospital)
Hours: 8:30am - 5pm
Hart Medical Equipment offers a competitive salary and benefits package. EOE
SUMMARY: Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems. Work with Doctors and case managers on their DME needs.
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.
· Develop relationships with Doctors and case managers to promote a good working relationship with Hart and to educate them on the services we provide.
· Deliver and educate patients on products to facilitate a hospital discharge.
· 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 as needed.
· 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 this job 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.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk and hear. Call Center/PAP/Supply departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.
COVID-19 precautions
- Personal protective equipment provided or required
- Sanitizing, disinfecting, or cleaning procedures in place