SUMMARY: Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Greet customers and maintain a positive, empathetic and professional attitude during interactions.
- Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
- Assists all internal and external customers in a professional manner.
- After competency approval, complete bracing as needed including:
- Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.
- Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.
- Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.
- Maintain patient records.
- Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.
- 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.
- Acquire and retain strong production knowledge in order to provide customers with product and service information.
- Keeps the showroom and the shelf inventory clean, rotated and in order.
- Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.
- Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
- 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.
