Customer Service Representative - IDDM

Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.

Status: Full Time

Location: Grand Blanc, MI. Position is remote.

Hart Medical Equipment offers a competitive salary and benefits package. EOE

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.

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

• Previous experience in a customer service call center role is preferred but not required.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Strong analytical and problem-solving abilities to address customer inquiries and resolve issues efficiently.
• Familiarity with computers and call center software; proficiency in data entry and order processing. Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall preferred
• Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience
• Capacity to handle multiple tasks simultaneously while maintaining attention to detail.
• Strong commitment to providing exceptional customer service and a positive customer experience.
• Willingness to adapt to changing processes, technology, and customer needs in a fast- paced environment
• Ability to work collaboratively within a team environment while also being self-motivated.

By submitting an application, you are agreeing to the terms of Hart's Application Acknowledgement and Agreement found at https://hartmedical.org/application-agreement.

IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability genetic information, height, weight, marital or veteran status or any other protected status in accordance with the requirements of applicable federal state and local laws. Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law.