Customer Service Representative - Medical

Accucare, a family-owned home medical equipment and supplies provider serving over 20 counties in Western North Carolina is seeking to add a Customer Service Representative to our team.

For more than 20 years, our compassionate and knowledgeable staff has worked to improve the quality of life for thousands of people by providing personalized service, quality pediatric respiratory supplies, adult oxygen systems, medical equipment, breast pumps, and more. If you have a clinical background and a passion for helping others, come join our team!

The Customer Service Representative is responsible for ensuring all patient orders are distributed to the appropriate department for action. The Customer Service Representative is responsible to refer patients to other agencies when the services are beyond our scope of services. The Customer Service Representative is responsible to ensure operations are executed in a manner, which maximizes effectiveness and efficiency, and complies with all legal and regulatory requirements associated with health care providers. Wage is based on experience.

Essential Duties and Responsibilities:

Include the following, other duties may be assigned

• Gathers patient information necessary to provide durable medical equipment and supplies.
• Enters patient data into EMR and scanning documentation
• Records patient complaints and forwards to appropriate personnel for action.
• Coordinates medical equipment billing with billing department to ensure efficiency and effectiveness of care.
• Coordinates homecare services between the company and contracted personnel.
• Answers all incoming calls and forward to appropriate department
• Maintains patient data in an efficient manner, provides reports when needed.
• Processes monthly resupply orders for patients according to their insurance policies and guidelines.
• Assist patients with retail purchases
• Track and monitor incoming referrals
• Monitor and process incoming orders from third party websites
• Other related duties as assigned by supervisor.

Supervisory Responsibilities (if applicable): N/A

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service May encounter difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills Focuses on conflict resolution and seeks the highest degree of accountability. Listens to others with empathy and without interrupting. Ability to manage interpersonal conflicts among patients, families and others in a positive and constructive manner.
• Communication Speaks clearly and professionally in positive or negative situations; writes clearly and informatively; listens and gets clarification; able to read and interpret written information. Ability to recognize and direct information to the appropriate health care provider.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Credentials, Certification, and/or Experience:

• High School Diploma or GED, 2-year degree preferred
• 2 years related experience and/or training in medical services related fields
• Spanish speaking and writing abilities preferred

Knowledge, Skills, and Abilities:

• Strong interpersonal / CSR skills
• Strong verbal and written communication skills
• Good computer skills
• Good organizational skills
• Competent in usage of office equipment