University of Michigan Health-Sparrow · 6 days ago
SMS-CUSTOMER SERVICE SPEC I
Lansing, MI
Full-time
Onsite
New Grad, Entry LevelUniversity of Michigan Health-Sparrow is seeking a Customer Service Representative to join their team. This role is essential in delivering exceptional care to patients and customers, focusing on resolving inquiries and ensuring customer satisfaction.
Hospital & Health Care
Responsibilities
Responds to and resolves customer inquiries, in person, phone, and/or email
Is the primary contact to customers and meets their needs in a professional manner
Makes outgoing inquiries to obtain missing information from referral sources to complete the referral
Accurately inputs customer, insurance, and documentation into database system
Fulfills orders by selecting the appropriate product
Accurately performs inbound document routing tasks and files appropriately into customer electronic medical record
Seeks supervisory assistance to resolve complex customer issues
Becomes skilled at and possesses complete understanding of all CSR I level tasks and competencies
General understanding of product, prices, and inventory locations
Ensures all information and documentation is complete and properly entered for payment
Obtains additional documentation when required from EPIC, telephone, or fax inquiries
Ensures effective communication between locations to support customer needs
Creates a positive culture work environment
Verifies customer’s insurance benefits and assists to obtain necessary documentation to meet insurance criteria
Performs payment transactions via cash register, credit card, and/or payment portal. Assisting customers/patients with arranging payment plans in portal
Ability to multitask and prioritize referrals to ensure timelines meet referral/customer needs
Maintain supply levels by monitoring items needed by stocking products
Performs basic fittings (e.g. knee braces, wrist braces, soft cervical collars – see competency for complete list)
Processes purchase order receiving via warehouse transfers by verifying order and quantities are correct – printing bar code price labels and put stock in appropriate bin location
Maintains cleanliness and organization of showroom, product displays, and assigns product bin locations
Educates customer on appropriate use of equipment or supplies to ensure instruction for use and safety
Processes daily cash drawer deposits, verifying accuracy of transactions
Verifies customer’s insurance eligibility and benefits to determine coverage before completing order
Obtains insurance authorizations when required and enters the authorization information appropriately
Index inbound document routing to appropriate accounts/folders
Effectively manages call volumes and monitors phone queue
Checks after hour and non-urgent message lines
Ability to multi-task and prioritize referrals to ensure timely hospital discharges
Liaison between referral source and patient to provide education on insurance
Prioritize fax referrals to coordinate urgent medical equipment and supply deliveries
Reindex inbound document routing to appropriate accounts/folders
Lansing office: Schedule Lansing PAP appointments and triage PAP related calls
Lansing office: Team members are assigned alpha fax letters to prioritize urgent faxes (e.g. hospital discharges, same day deliveries, and/or orders with high level of medical need)
Qualification
Required
High school diploma, GED or successful completion of 12 grades
Can demonstrate effective use of computers and/or mobile devices for daily job performance activities
Respectfully listens to viewpoints and ideas of others
Demonstrated excellent interpersonal skills and a genuine desire to help others
Excellent communication skills both verbal and written
Creates an environment where co-workers and team members reciprocate in kind
Practices critical thinking skills to include prioritization of duties and immediate needs/requests (hospital discharge or hospice requests)
Demonstrates personal accountability (e.g. attendance)
Identify and utilize appropriate resources to ensure identified problems or concerns are followed through and resolved
Demonstrate knowledge of facility safety requirements
Ability to work with new team members, which includes assisting new team members in acclimating to the healthcare team environment
Good math and organizational skills
Preferred
Previous Healthcare/Customer Service Experience preferred
Company
University of Michigan Health-Sparrow
As Mid-Michigan’s premier healthcare organization and the region’s largest private employer, University of Michigan Health-Sparrow provides quality care to hundreds of thousands of people each year.
Founded in 1896
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase