Customer Service Representative

Summary

Join Hart Medical Equipment as a remote Customer Service Representative, providing exceptional service as the first point of contact for customers. You will take orders, answer questions, handle complaints, and troubleshoot problems. This full-time position (40 hours/week, Monday-Friday, 8:30 am-5 pm) requires excellent communication and customer service skills. You will coordinate equipment service requests, verify medical necessity and insurance coverage, and ensure accurate billing documentation. The role involves working with various communication methods (phone, fax, e-commerce, in-person) and maintaining knowledge of Medicare, Medicaid, and third-party payors. Hart Medical Equipment offers a competitive salary and benefits package.

Requirements

• High school diploma or general education degree (GED)
• Excellent interpersonal, written and oral communication skills
• Customer service orientation
• Attention to detail
• Good data entry skills
• Proficiency with computers, with strong typing skills
• Ability to work in a fast paced environment

Responsibilities

• Assists all internal and external customers in a professional manner
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services
• Coordinates home equipment service request with Dispatch for prompt delivery
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
• Provide customers with product and service information
• Maintain current knowledge on Medicare, Medicaid and third party payor sources for equipment
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance
• Understanding and striving to meet or exceed department metrics while providing excellent customer service
• Making sales or recommendations for products or services that may complement client needs, as applicable
• Other duties as assigned by management

Preferred Qualifications

6 months of relevant customer service experience