Customer Service Representative

Summary

Join Hart Medical Equipment as a full-time remote Customer Service Representative in Grand Blanc, MI. Provide exceptional customer service as the first point of contact, handling equipment setups and reorders, answering patient and referral questions, and resolving issues efficiently. Maintain a positive and empathetic attitude while actively listening to customers and diffusing conflicts. Coordinate equipment service requests and verify medical necessity, insurance coverage, and physician orders. Ensure accurate documentation for billing and strive to meet department metrics. This role requires excellent communication and problem-solving skills, along with familiarity with computers and call center software.

Requirements

• High school diploma or general education degree (GED)
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively
• Strong analytical and problem-solving abilities to address customer inquiries and resolve issues efficiently
• Familiarity with computers and call center software; proficiency in data entry and order processing
• Capacity to handle multiple tasks simultaneously while maintaining attention to detail
• Strong commitment to providing exceptional customer service and a positive customer experience
• Willingness to adapt to changing processes, technology, and customer needs in a fast- paced environment
• Ability to work collaboratively within a team environment while also being self-motivated

Responsibilities

• Assists all customers in a professional manner
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
• Receives requests from multiple referral sources and completes requirements for equipment to be dispensed to the patients
• Coordinates home equipment service request with Dispatch for prompt delivery or with our vendors for shipping to a patient
• 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, physician orders and obtain additional documentation required for all insurance assigned services
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to obtain payment for the equipment supplied
• Understanding and striving to meet or exceed department metrics while providing excellent customer service
• Other duties as assigned by management

Preferred Qualifications

• 6 months of relevant customer service experience preferred
• Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall preferred
• Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience

Benefits

Competitive salary and benefits package