Customer Care Representative (On-Site)

Job Description Summary
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.
This role reports to the Branch Manager and is on site in Johnson City, TN.
General Summary: Implements the Company Mission Statement. Provides customer service support to retail customers and phone-in customers by obtaining, and verifying the accuracy of order information in a timely manner. Staff performance ensures that an excellent standard of service and a high level of customer satisfaction is maintained.
JOB FUNCTIONS:.

• Complete all end of month reports as requested, directed or assigned
• Process and Document payments in patient account.
• Completes patient file audits to verify all required forms are in the file as they are in the electronic system (ReOrder Program)
• Greet retail customers and assist with selection of medical supplies and purchases.
• Receives inbound calls to prepare orders for customers to pick up in retail store.
• Receive inbound and place outbound calls to process and verify the accuracy of orders from customers utilizing the Organization's Reorder Program and POS program.
• Ensures and provides quality service to both internal and external customers.
• Receives inquiries from and/or contacts the organization's home offices to resolve a variety of order-related issues.
• Accesses the company's internal systems to obtain and extract order information and provide customer service.
• Receives shipment via carrier, unpack and check for accuracy to redistribute stock for retail shelves.
• Participates and provides expertise as a member of the customer service's departmental team.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Professionally contact physician office staff via phone, fax, and/or e-mail in order to obtain medical documentation
• Develops and maintains knowledge in Medical Supplies and/or Insurance Guidelines
• Ability to identify and professionally resolve customer service related issues
• Works in conjunction with Sales Ops to identify and support customer service related initiatives as defined by company goals and objectives.
• Adhere to phone activity/compliance standards to include Medicare guidelines, HIPAA, ACW, and minimum call volumes.
• Ability to work within Special Projects, Progress Notes, and/or Service Tickets Team as business needs may indicate.
• Processes new patient enrollment, and insurance verifications when necessary.
• Filing of all documents for patients and company files
• Place orders with outside vendors for patient drop ship orders.
• Work miscellaneous projects and tasks on an as needed basis

QUALIFICATIONS:

• 1 year of customer service experience preferred
• High school or GED required
• Must work well under pressure, be able to multi task, and have excellent interpersonal and communication skills.
• Must also have an excellent sense of priorities.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
PDN
Primary Work Location
USA TN - Johnson City
Additional Locations
Work Shift
US BD 1st Shift 830am-5pm (United States of America)