Customer Service Representative

Job Overview

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

CSR Overview

• Adhere to all state and federally mandated documentation standards.
• Maintain and/or enter patient account profile information and accurate referral source data.
• Enter all documentation in the computer system accurately daily as required.
• Perform electronic verification of insurance as needed.
• Open new customer computer files and complete required documents before passing on account to billing department.
• Accurately and efficiently create the appropriate delivery, billing, and collection of paperwork.
• Enter and confirm work orders and monitor open orders for accuracy and completion.
• Greet retail customers quickly and professionally, answer inquiries, completing sales at the front cash register.

Intake and Insurance Verification

• 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.
• When appropriate, assess the needs of the patient and make decision regarding patient service based on analysis of assessment of physician’s prescription.
• Determine the best method for providing service while evaluating reimbursement and cost impact to the company. Make those decisions based on customer need, vendor pricing, and third-party reimbursement possibilities.

Telephone Orders

• 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.

Procare provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Procare complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Procare expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Procare’s employees to perform their job duties may result in discipline up to and including discharge.

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance