Customer Service Representative

Schedule

Full-time: 40hrs/wk

Schedule: M - F, 8:30am - 5pm

General Summary

Provides customer service for the WellSpan Medical Equipment, including both walk-in and phone customers. Assists customers in product selection, education and minimizing out-of-pocket expenses by verifying insurance as applicable.

Duties and Responsibilities

Essential Functions:

• Answers the telephone and receives patient orders from different referral sources, documenting all necessary information.
• Handles customer inquiries and complaints. Follows through to completion. In the event that this is not possible, the customer will be referred to the appropriate employee or manager who can assist.
• Is responsible for having product knowledge of current inventory as well as other products currently available in the marketplace.
• Communicates and interacts well with all departments of WellSpan Medical Equipment. and other agencies, (i.e. doctors' offices, hospitals, nursing homes, etc.).
• Communicates and interacts with insurance companies on case to case basis
• Processes paperwork within 48 hours of services rendered. This includes timeliness (according to WellSpan Medical Equipment. guidelines), completeness, and verification of insurance benefits.
• Assists with data entry and filing.
• Assists with other projects as needed.

Common Expectations:

• Actively seeks to provide quality services that meet the clients' needs. Responds to requests for service and assistance.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Works Saturday hours on a rotating schedule, usually one (1) per month, but sometimes two (2) or three (3) per month.

Required for All Jobs:

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Reaching - Rarely
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Occasionally
• Eye/Hand/Foot Coordination - Occasionally

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Previous experience in customer service. Required
• Durable medical equipment (DME) experience. Preferred

Courses and Training:

• Completes annual mandatory WellSpan LMS training. Upon Hire Required and
• Completes competency training as required. Upon Hire Required and
• Attends product in-services and training sessions. Upon Hire Required

Knowledge, Skills, and Abilities:

• Ability to communicate clearly, verbally and in writing.
• Good memory retention and accuracy to detail required.
• Fully conversant with products and company fitting and delivery procedures.
• Able to answer the majority of customer inquiries.
• Able to exercise judgment and discretion, and function independently within authorized limits.
• Maintains excellent customer relations at all times.
• Good telephone skills.
• Knowledge of and ability to use computers with WellSpan Medical Equipment's billing and inventory software, cash register, photocopier, and Right Fax.