Customer Service Associate - Resupply

Job Summary/Job Purpose:

The Customer Service Associate (CSA) I – Resupply is primarily responsible for handling customer orders for specific durable medical equipment supplies. In this role, the CSA I will field incoming or outgoing calls from patients, care givers, referral sources, or commercial accounts. Provides superior customer service by ensuring accurate and efficient order processing, answering questions appropriately, and resolving issues in a timely and compassionate manner. 

Job Duties / Essential Functions:

• Professionally handle incoming calls from patients, caregivers, and providers. Gather all required data, carefully take orders, assist with any inquiries, and provide excellent customer service.
• Validate patient details and enter all information and documentation into the system accurately.   
• Obtains all appropriate documentation from patient and referral sources including script, PARs, Face to Face notes (F2F) and WOPD prior to dispensing orders. Reaches out to the appropriate party if documentation or information is missing. 
• Contact patient after receipt of order to verify demographics and insurance coverage. Make edits and adjustments to insurance information according to MedCare’s processes. Follows-up with patient or referral source as needed. 
• Communicate financial responsibility to patients and family. Process payments and co-pays via credit/debit card or e-check prior to releasing an order.
• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. If unable to resolve, document it for escalation to the person or department best suited to handle.
• Works open to do and task list when assigned. Completes tasks in a timely manner.
• Cross-train within the department and be willing to take on a variety of tasks to support the entire department.
• All other duties as assigned. 

Skills / Qualifications:

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment and supplies preferred.
• Demonstrated PC skills with proven data entry experience. 
• Proficient in MS Office, especially Word and Excel. 
• Strong organizational and time management skills.
• Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR’s to expedite order processing preferred.

Physical Requirements / Working Conditions:

• These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. 
• Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.
• Sitting for extended periods of time. 
• Manual dexterity for typing and writing. 
• Ability to read small print and view a computer screen for prolonged periods. 
• Ability to lift, push, pull, or carry objects up to 20 pounds. 
• Able to wear over-ear headsets for majority of workday.