Customer Service Position

Customer Service Specialist (Medical Equipment Retail)

The Medical Store, an AdaptHealth company, is a premier full-service home medical equipment company in the United States – offering a full-scope of cost-efficient HME and respiratory care products and services that aim to keep patients comfortable and thriving in their own homes. We are dedicated to pursuing better and use technology, process and the power of our national network to do so. We have a relentless commitment to using innovation to transform the durable medical equipment industry, break the status quo and provide the best quality care.

Position Summary:

Responsible for managing and maintaining the operations of a retail store while maximizing sales, margins, and profitability. Provides superior customer service to every client both in-store and on the telephone in a timely manner. Ensures all operating standards, merchandising and visual programs are maintained daily.

Essential Functions and Job Responsibilities:

• Builds a relationship with each customer using rapport-building techniques.
• Qualifies each customer with a thorough needs analysis.
• Educates each customer with comprehensive product presentation.
• Closes each sale effectively and overcomes objections.
• Completes and processes all referral documentation accurately and in a timely manner.
• Always complies with company dress code policy
• Actively listens to patients and handle stressful situations with compassion and empathy always striving to meet patient needs.
• Ensures retail store is appropriately stocked according to established par inventory levels, and maintains accurate inventory counts
• Maintains a clean, organized, and well-merchandised showroom that is free of clutter, dirt, dust, boxes, and packing materials.
• As needed maintains inventory levels and ensures inventory demonstration ready.
• Stays current on all new product information and actively participates in training activities.
• Answer all calls and emails in a timely manner, in adherence to their goals
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary
• Complete insurance verification to determine patient’s eligibility, coverage, co-insurances, and deductibles
• Navigate through multiple online EMR systems to obtain applicable documentation
• Facilitate resolution on customer complaints and problem solving
• Flexible with the actual work and the hours of operation
• Utilize company provided tools to maintain quality. Some tools may include but are not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and “How-To” documents
• Follows company policies regarding employee purchases, discounts, and the use of coupon codes within the database.
• As needed cleans the store thoroughly if cleaning duties are assigned by the Cleaning Policy.
• Maintains all patient records in accordance with HIPPA guidelines.
• Accurately performs all end of day processing activities daily including end-of-day processing reports, cash drawer balancing, confirmation activities, and end-of-day reports.
• Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control and hazardous materials handling.
• Develop and maintain working knowledge of current products and services offered by the company
• Meets specified sales targets and goals
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with AdaptHealth’s Compliance Program.
• Perform other related duties as assigned.

Schedule: Monday through Friday, 8:30am-5pm

Competency, Skills and Abilities:

• Detail oriented
• Strong attention to customer service
• Above average telephone skills
• Proficient computer skills and knowledge of Microsoft Office
• Ability to work with numbers and balancing dollar figures
• Above average written and verbal communication skills
• Excellent business acumen including selling, visual merchandising, and instore promotions

Education and Experience Requirements:

• High School Diploma
• One (1) year work related in sales, retail, or medical equipment services

Physical Demands and Work Environment:

• May require bending, stooping, lifting, assembling, and cleaning equipment.
• Maybe exposed to cleaning solutions as needed to clean store
• May require accessing equipment from high and low levels.
• Must be able to lift 40 pounds.
• Working environment may be stressful at times as overall retail activities and work levels fluctuate.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogen
• May be exposed to angry or irate customers or patients
• May be required to travel to other branch locations
• Ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• No experience needed

Shift:

• 8 hour shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person