Customer Service Associate - Respiratory

Description

The CSA has the primary responsibility of handing initial customer contact either in person or over the telephone (and at times via the web). These customer contacts may be with the patient, a caregiver, a referral source, or a commercial account. They are there to receive, qualify, and process -according to procedure - all customer orders in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

This department handles all complex Respiratory orders that are received by doctor offices and hospitals. The orders are mainly for Cpap/Bipap orders to assist OSA patients. This department handles all life sustaining equipment orders. This requires following the insurance qualifications for each device that is ordered and getting the patient scheduled with an RT on call to get the patient settled right after discharge.

Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to MedCare’s missions, vision and values.  

Requirements

Job Duties / Essential Functions: 

1. Service Recovery 

a. Solicits customer feedback to improve service 

b. Responds to requests for service and assistance in a timely manner 

c. Provides appropriate documentation of customer satisfaction comments

2. Customer Focus 

a. Receives customers and/or answers phone calls courteously 

b. Assesses customers' needs and considers customer in decision making processes to ensure customer satisfaction

c. Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders

d. Greets customers in a polite and professional manner. Determine customer’s needs and process orders timely and accurately

e. Adhere to the department’s attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays

3. Customer Service Education 

a. Assist with the education and customer service teaching   within MEC 

b. Assist with customer service training as requested by departments/managers

4. Fiscal Accountability

a. Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable

b. Understand payer specific billing/payment requirements and state and federal mandated standards to ensure orders are dispensed   appropriately and reduce possibilities of write offs

c. Perform thorough and accurate verification of insurances

d. Ensure all appropriate documentation is received; script, PAR’s, qualifying SAT’s, F2F and WOPD prior to dispensing orders to ensure   reimbursement and reduce opportunities for financial recoupment (where applicable)

II. Specialty Essential Functions:

1. CSA Overview 

a. Adhere to all state   and federally mandated documentation standards. 

b. Enter all   documentation in the computer system accurately on a daily basis accurately   as required. 

c. Perform thorough   verification of insurance. 

d. Open new customer   computer files and complete required documents before passing on account to   billing department. 

e. Accurately and   efficiently, create the appropriate delivery, billing and collection   paperwork. 

f. Enter and confirm work   orders and monitor open orders for accuracy and completion.

g. Navigate through   multiple software systems to get the patient scheduled and pushed to the   Respiratory Therapists

h. Follow up on the   patient’s compliance goals and make sure they are using the unit as needed   per doctor’s request and the insurance guidelines to continue to pay for   device.

2. Telephone Orders 

a. Answer phones by the   third ring, using all features of the phone effectively and using hold only   for short times and with good follow up. 

b. Speak clearly and   provide excellent customer service over the phone, through tone and style, when handling the initial customer contact with home care patients and   referral courses. 

c. Gather complete data   and accurately take orders.

d. Communicating with   patients over via MedChat (system that is used to help patients via web chat)

3. Intake and Insurance   Verification 

a. At intake, prepare   patient paperwork and enter all patient data correctly, including demographic   information, physician, diagnosis and payer. Enter data into the computer   based on customer interviews. 

b. Determine the best   method fo