<p>PURPOSE OF POSITION</p> <p>The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.</p> <p>RESONSIBILITIES & EXPECTATIONS</p> <ul> <li>Delivers accurate, courteous and prompt service in a highly professional manner. </li><li>Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service. </li><li>Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages. </li><li>Accurately completes required forms/order, determines coverage for services requested and charges </li><li>Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing. </li><li>Demonstrates a strong knowledge base in benefit coverage for insurance products. Collects appropriate co-pays/payments and documents information in system. </li><li>Maintains professional working standards at all times. Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service. </li><li>Maintains a working knowledge of Government, State (Medicare/Medicaid) and commercial insurance regulations, requirements and reimbursement. </li><li>Works collaboratively with team members supporting a cooperative and productive work environment. </li><li>Knowledge of electronic software programs. Accurately processes new and ongoing orders accurately. Demonstrates compliance with documentation mandates and standards. </li><li>Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution. Responds appropriately to customer questions and concerns </li><li>Maintains open communication and confidentiality with customers, peers and referral sources. </li><li>Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes. </li><li>Demonstrates good organizational, time management and communication skills. </li><li>Participates in traditional and e-learning opportunities. </li><li>Participates in performance improvements activities. </li><li>Participates in traditional and e-learning </li></ul> <p>JOB REQUIREMENTS</p> <ul> <li>Maintains a high level of product knowledge on all DMEPOS products </li><li>Responsible for completing documentation relevant to individual situation; thoroughly and accurately </li><li>All mandatory documentation required in CPR+ is completed in a timely manner </li><li>Responsible for maintaining an organized, customer-friendly working environment </li><li>Follows infection control protocols and universal precautions </li><li>Utilizes proper safety protocols </li><li>Maintains client confidentiality </li><li>High level of knowledge of DMEPOS products and services </li><li>Prior customer services / industry experience preferred </li><li>High School graduate or equivalent (GED). </li><li>Work effectively within a team setting </li><li>Excellent communication skills </li></ul> <p>All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.</p> <p>WORKING CONDITIONS:</p> <ul> <li>Works 8 hours per day, Monday through Friday </li><li>Expected to adhere to hospital policies and procedures </li><li>Primarily sits </li></ul> <p>PHYSICAL REQUIREMENTS ADDENDUM</p> <p>O=Occasionally = 33% of the work shift or 0-32 repetitions</p> <p>F=Frequently = 34-66% of the work shift or 32-200+ repetitions</p> <p>C=Constantly = 67-100% of the work shift or 200+ repetitions</p> <p>N=Not essential job requirement</p> <p>C Standing</p> <p>C Walking</p> <p>O Lifting (70 pounds)</p> <p>O Carrying (70 pounds)</p> <p>O Pushing (70 pounds)</p> <p>N Climbing with (70 pounds)</p> <p>O Stooping/Bending</p> <p>O Kneeling/Squatting</p> <p>O Crawling</p> <p>O Reaching Up/Reaching Forward</p>