SUMMARY: Provides exceptional service as the first point of contact for customers. Complete setups and reorders for equipment, answer questions from patients and referrals, resolve issues efficiently and handle multiple tasks simultaneously while maintaining attention to detailed.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- 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.
