Customer Service Specialist

Basic Function:

Under the direction of the Customer Service Lead, this position is responsible for all customer service activities, adhering to process and productivity goals, and maintaining efficiency and high-level customer service.

Requirements:

1. High school diploma or equivalent.
2. Minimum of one-year experience in DME or Medical Office Customer Service.
3. Proven performance record in customer service.
4. Strong knowledge of federal and state regulations
5. Demonstrates ability to work successfully with internal and external contacts
6. Strong collaborative and skills in facilitating teamwork
7. Ability to work independently
8. Demonstrate excellent oral and written communication, problem solving, investigational and analytical skills along with excellent listening and interpersonal skills
9. Ability to multi-task, prioritize and manage time effectively

Principle Responsibilities:

• Performs appropriate tasks related to patient discharge and equipment fitting for a comprehensive and complete transition of care.
• Answers incoming patient and referral calls; verifies all information; use appropriate forms/documents
• Knowledge of Medicare LCD’s and Qualifications for home medical equipment
• Maintain current knowledge of Medicare, Illinois Public Aid and insurance industry policies and guidelines
• Interacts in strict adherence to HIPPA compliance regulations and related company policies
• Receives appropriate paperwork and prescriptions as required
• Upload required documents to the patient account
• Works with Quality Assurance to ensure details of referrals are complete and accurate prior to delivery and patient education.
• Responds to customer requests courteously and with respect
• Approaches customers and inquiries in a manner which represents ownership
• Resolves customer complaints by investigating problems and making recommendations to executive leadership
• Refers troubleshooting calls to appropriate department
• Reports any patient or referral related problems to Lead immediately
• Build and maintain positive relationships with referral sources to include education on medical equipment qualification and policy changes
• Promote company program and services to assigned referral source.
• Meets monthly and quarterly productivity goals
• Adherence to the Prism’s Employee Handbook
• Adherence to Prism’s Policies and Procedures
• Supports the mission, vision and strategic plan of the organization.
• Contributes to team effort by accomplishing related results
• Communicate necessary information to the Mangers and Co-workers
• Participate in on-call schedule rotation
• Attend in-service training when required
• Performs other duties as assigned