This position is responsible for identifying and resolving customer issues and answering customer inquiries regarding the status of their order.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) phone calls, email, fax, chat, text, web inquiries, and other electronic sources
- Receive and process order requests from referrals for durable medical equipment and healthcare services
- Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges
- Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals
- Resolves patient/referral complaints and escalations with urgency by the identifying problem, troubleshooting of equipment and/or coordinating appropriate corrective action
- Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service
- Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices
- Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers
- Performs other duties as required
Minimum Required Qualifications
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
- High School Diploma or GED required
- 1-3 years of Call Center Experience preferred
- 1-3 Years of Healthcare and/or Health Insurance Customer Service experience preferred
- Experience working in remote environment preferred
Certificates, Licenses, Registrations or Professional Designations
- N/A
SKILLS, KNOWLEDGE AND ABILITIES
- Assess problems & identify solutions
- Professional verbal and written communication
- Effective listening, paraphrasing, and summarization
- Personal accountability and emotional intelligence
- Time management and reliability
Computer Skills
- Basic skills in using a Windows based computer.
Language Skills
- English (reading, writing, verbal)
Mathematical Skills
- Basic level mathematical proficiency
Benefits
Comprehensive benefits package offered for eligible employees:
- Competitive salary
- Ability to have early access to earned wages
- Medical, Dental and Vision
- Healthcare Flexible Spending Accounts and Healthcare Savings Accounts
- Life, AD&D and Disability Insurance
- Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays
- 401K Savings Plan (available immediately)
- Educational Assistance
- Employee Referral Reward Program
- Employee Discount Programs
- Company Paid Employee Assistance Plan (available immediately)
- We recognize our veterans by offering a company paid day off for Veterans Day
- Career Advancement/ Development Opportunities
Compensation
- Compensation is commensurate with experience
- Annual compensation is based on a 40 hour week
- Salary range
- $16-$16.60 (depending on location)
