Customer Service Rep

Carle Foundation

Job Description

This position is "PRN/Scheduled" in which employees work between 0-19.99 hours per week on a set schedule and do not qualify for benefits.

The Carle Medical Supply (CMS) Customer Service Representative provides customer service to the patients and referral sources of CMS. Responsible for walk-in inquiries, taking retail and telephone order requests, and gathering billing information. Represents CMS as a leader in home medical equipment, products, and service through outstanding product knowledge and demonstration of excellent customer service.

Driver's License

One (1) Healthcare/Medical or One (1) General - Customer Service or. One (1) year experience in an home medical equipment business.

Excellent written, verbal, and organizational skills. Ability to complete assigned workload in a timely manner with minimal mistakes and ability to work in a stop-and-go manner with many interruptions.

Essential Functions:

Accurately prepare service orders for delivery/pick-up.
Answer telephone, take and deliver messages according to department communication standards.
Assist with coordination of delivery, set-up, and pick-up of equipment, supplies, and services with the service technicians.
Attempts to collect customer co-pay amounts per company policy.
Cleans and stores rental equipment.
Coordinates warehouse functions such as receiving, stocking, shipping, UPS, etc.
Maintains an advanced understanding of third party payor guidelines, especially Medicare B.
Maintains and presents a well organized retail area. Insures products are priced, keeps retail area, fitting rooms and shelves neat, clean, stocked and well organized.
Prepare and submit all paperwork and reports as required by Carle Medical Supply policy.
Provides equipment repair services as authorized and qualified. Maintains accurate repair reports for all equipment repairs.
Provides product education and demonstrations along with retail assistance to Carle Medical Supply Customers.
Resolves Customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.
Responsible for assigned vehicle, including daily pre-trip inspection, schedule for routine preventive maintenance service, appearance and cleanliness, and basic on-board stock.
Suggest, develop, and promote new products or services of benefit to Carle Medical Supply customers.
Utilize the automated service order on a routine basis, using the manual service order only when automated cannot be used.
Verify insurance coverage and communicate to patients their financial responsibility if any.
Maintains adequate retail and rental inventory. Orders supplies or equipment at least weekly or with frequency necessary to keep shelves stocked and adequate back stock to meet department needs.
Responsible for maintaining patient assessment files per regulatory requirements and ensuring that they are completed in a timely manner. Keeps management informed of customers who cannot be reached.
Works with provider offices to ensure a good working relationship by providing education and presentations with provider offices and nursing departments on insurance rules and regulations.

Employment Type

PRN - As Needed