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MedCare Equipment Company, LLC · 2 months ago

Customer Service Associate - Respiratory

Greensburg,PA,US

Full-time

Onsite

New Grad, Entry Level

MedCare Equipment Company, LLC is a provider of respiratory equipment and services. They are seeking a Customer Service Associate (CSA) who will handle initial customer contacts, process orders, and ensure customer satisfaction while adhering to insurance guidelines for respiratory equipment orders.

Health CareHospitalMedicalMedical DeviceService Industry

Responsibilities

Solicits customer feedback to improve service

Responds to requests for service and assistance in a timely manner

Provides appropriate documentation of customer satisfaction comments

Receives customers and/or answers phone calls courteously

Assesses customers' needs and considers customer in decision making processes to ensure customer satisfaction

Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders

Greets customers in a polite and professional manner. Determine customer’s needs and process orders timely and accurately

Adhere to the department’s attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays

Assist with the education and customer service teaching within MEC

Assist with customer service training as requested by departments/managers

Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable

Understand payer specific billing/payment requirements and state and federal mandated standards to ensure orders are dispensed appropriately and reduce possibilities of write offs

Perform thorough and accurate verification of insurances

Ensure all appropriate documentation is received; script, PAR’s, qualifying SAT’s, F2F and WOPD prior to dispensing orders to ensure reimbursement and reduce opportunities for financial recoupment (where applicable)

Adhere to all state and federally mandated documentation standards

Enter all documentation in the computer system accurately on a daily basis accurately as required

Perform thorough verification of insurance

Open new customer computer files and complete required documents before passing on account to billing department

Accurately and efficiently, create the appropriate delivery, billing and collection paperwork

Enter and confirm work orders and monitor open orders for accuracy and completion

Navigate through multiple software systems to get the patient scheduled and pushed to the Respiratory Therapists

Follow up on the patient’s compliance goals and make sure they are using the unit as needed per doctor’s request and the insurance guidelines to continue to pay for device

Answer phones by the third ring, using all features of the phone effectively and using hold only for short times and with good follow up

Speak clearly and provide excellent customer service over the phone, through tone and style, when handling the initial customer contact with home care patients and referral courses

Gather complete data and accurately take orders

Communicating with patients over via MedChat (system that is used to help patients via web chat)

At intake, prepare patient paperwork and enter all patient data correctly, including demographic information, physician, diagnosis and payer. Enter data into the computer based on customer interviews

Determine the best method for providing service while evaluating reimbursement and cost impact to the company. Make those decisions based on customer need, vendor pricing and third-party reimbursement possibilities

Verify insurance as required, with both primary and secondary payers, and determine if request for product or service can be fulfilled within parameters of insurance coverages or if the request requires management review and approval

Ensure compassionate and positive interactions with customers

Respond quickly and professionally to customer inquiries (patients and referral sources), both in the store and on the phone, with regard to appropriateness, availability, and coverage guidelines of equipment/supplies

Receive, investigate and respond to all customer inquires regarding shipments, products, deliveries and complaints

Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action - Maintain accurate and complete documentation of complaints and resolutions

When unable to respond to any of the above inquiries or questions, refer patients and referral sources to the office manager or personnel best suited to handle them

Provide skilled responses to grieving, upset or difficult customers

Assist patients in selection of and instruction regarding equipment, supplies, and services

Be able to accurately and clearly instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material

Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient’s diagnosis

Greet walk-in customers promptly, courteously and above all, in a friendly manner

Consult with walk-in customers as to their equipment and service needs. Use open-ended questions effectively as part of the sales process

Prepare order form and all documentation needed for intakes

Obtain required signatures and provide the customer with a new patient packet

Provide the customer complete documentation and instruction

Make certain area is picked up and neat after helping customer

Treat all information and data within the scope of the position with appropriate confidentiality and security

Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights

All other duties as assigned

Qualification

Healthcare experienceInsurance guidelines knowledgeData entry skillsMS Office proficiencyOrganizational skillsMedical terminology knowledgeTime management skills

Required

High School Diploma or GED

Demonstrated PC skills with proven data entry experience

Proficient in MS Office, especially Word and Excel

Strong organizational and time management skills

Preferred

Previous experience in healthcare or durable medical equipment and supplies preferred

Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR's to expedite order processing preferred