HME Customer Service Specialist

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Greets walk-in customers and assists with obtaining product needs. Handles sales calls from referrals and customers with timely follow through. Completes sales order and verifies proper documentation is obtained. Develops and maintains working knowledge of most insurance plans. Educates customers on medical equipment use. Ensures financial obligation of customer is met. Works daily reports and tasks as assigned. Performs closing of POS system as assigned. Able to troubleshoot basic equipment such as credit card devised, scanners, etc.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

High school diploma or equivalent.

EXPERIENCE:

Three (3) years experience in sales/customer service.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. Experience in home medical equipment.

2. Experience with ICD-10 and CPT-4 coding.

3. Bilingual (English and Spanish).

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Professionally and promptly greets walk-in customers with a positive attitude. Provides assistance to identify customer needs. Develops and maintains product knowledge to answer questions and offer alternatives as needed.

2. Receives sales calls from referrals and customers. Handles information appropriately and inputs data accurately and completely.  Follows through timely with customer and/or referral.  Retrieves voice mail messages timely and returns calls the same day.  Handles all fax orders as designated.  Properly makes notes in customer accounts.

3. Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulation and accreditation guidelines.

4. Create and completes sales orders. Ensures prescriptions and any required face-to-face notes meet criteria for dispensing. Obtains and/or verifies PAR is valid as needed and verifies insurance information is current. Research for additional documentation in EPIC as.  Communicates effectively with referral for any additional information.

5. Provides instruction on safe use, functions, and maintenance of medical equipment. Measure and assist customers with stockings, braces, etc. where a fitter is not required.

6. Ensures co-pays and deductibles are collected at time of transaction as applicable. Process payments accurately thru POS, unapplied, and AR dashboard. Post deposits daily. Maintains basic knowledge of billing process. Enrolls customers in Auto-pay as applicable for recurring rentals, and eDelivery for billing.

7. Follows up on open orders timely.  Works WIP report and follows daily task sheet. Ensures as many sales orders are ready to be confirmed by month end as possible.

8. Manages Point of Sale system and accurately process’s daily closing and reports.  Discrepancies in Point of Sales closing are reported promptly.  Prepares bank deposit.

9. Able to troubleshoot POS, credit card devices, check scanner, computer programs, electronic (EMR) systems and fax.  Knows who to call for assistance. 

10. Maintains neat and organized workstation and sales floor. Restocks sales floor as needed.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Requires functional range of body mobility including; handling and lifting, manual and finger dexterity and eye-hand coordination sufficient to assist patients and/or customers and/or to handle and use required instruments, machinery/tools with moving parts. Must be able to lift 20 lbs.

2. Requires standing, walking, pushing, bending, kneeling and reaching at arm’s length and overhead for prolonged periods of time using appropriate body mechanics.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities