CUSTOMER SERVICE ASSOCIATE
2.
9 Greensburg, PA Greensburg, PA Full-time Full-time Estimated:
$27.
1K - $34.
4K a year Estimated:
$27.
1K - $34.
4K a year Job Details 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 care giver, 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.
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.
TECHNICAL STANDARDS
Essential Functions:
Defined as duties specific to the job, that, if removed, would change the entire purpose of the job; to include the Essential Physical Demands and Essential Working Conditions of this position.
Core
Essential Functions:
Service Recovery Solicits customer feedback to improve service Responds to requests for service and assistance in a timely manner Provides appropriate documentation of customer satisfaction comments Customer Focus Receives customers and/or answers phone calls courteously Assesses customers' needs and considers customer in decision making processes to ensure customer satisfaction Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders Greets customers in a polite and professional manner.
Determine customer's needs and process orders timely and accurately Adhere to the department's attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays Customer Service Education Assist with the education and customer service teaching within MEC Assist with customer service training as requested by departments/managers Fiscal Accountability Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable Understand payer specific billing/payment requirements and state and federal mandated standards to insure orders are dispensed appropriately and reduce possibilities of write offs Perform thorough and accurate verification of insurances Insure all appropriate documentation is received; script, PAR's, qualifying SAT's, F2F and WOPD prior to dispensing orders to insure reimbursement and reduce opportunities for financial recoupment (where applicable) Specialty
Essential Functions:
CSA Overview Adhere to all state and federally mandated documentation standards.
Enter all documentation in the computer system accurately on a daily basis accurately as required.
Perform thorough verification of insurance.
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 paperwork.
Enter and confirm work orders and monitor open orders for accuracy and completion.
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.
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.
Gather complete data and accurately take orders.
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.
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.
Verify insurance as required, with both primary and secondary payers, and determine if request for product or service can be fulfilled within parameters of insurance coverages or if the request requires management review and approval.
- In certain case by case situations and with Manager's approval, negotiate levels of service and discounts.
Customer Service-Customer Inquiries Ensure compassionate and positive interactions with customers.
Respond quickly and professionally to customer inquiries (patients and referral sources), both in the store and on the phone, with regard to appropriateness, availability, and coverage guidelines of equipment/supplies.
Receive, investigate and respond to all customer inquires regarding shipments, products, deliveries and complaints.
Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action - Maintain accurate and complete documentation of complaints and resolutions.
When unable to respond to any of the above inquiries or questions, refer patients and referral sources to the office manager or personnel best suited to handle them.
Provide skilled responses to grieving, upset or difficult customers.
Exhibit excellent verbal and written communication skills.
Patient Assistance Assist patients in selection of and instruction regarding equipment, supplies, and services.
Be able to accurately and clearly instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material.
Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient's diagnosis.
Where applicable and appropriate, based on training, provide specialized fitting of items such a compression hosiery.
Walk-In and Retail Sales (Where applicable) Greet walk-in customers promptly, courteously and above all, in a friendly manner.
Consult with walk-in customers as to their equipment and service needs.
Use open-ended questions effectively as part of the sales process.
Prepare order form and all documentation needed for intakes.
Obtain required signatures and provide the customer with a new patient packet.
Provide the customer complete documentation and instruction.
Make certain area is picked up and neat after helping customer.
Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient's diagnosis.
Confidentiality and Compliance Treat all information and data within the scope of the position with appropriate confidentiality and security.
Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety.
Adhere to all state and federally mandated standards regarding confidentiality and patient rights.
III.
Marginal Functions:
Defined as duties that are not essential in nature and do not take a considerable amount of time to complete (less than 10%).
Performs other duties as required.
Required Skills and Knowledge:
Minimum level of education, skills and abilities necessary in performing the job.
Education:
HS Diploma or GED Certification / Licensure / Regulation:
None Prior
Experience:
Previous data entry experience and customer service related experience Other Skills and Abilities:
Basic Math and Keyboard Proficiency Proficient 10-key Numeric Skills Functional skills on PC and Related Software Independent thinking and decision-making ability; problem solving skills; sound judgement; excellent oral and written communication skills Strong time management and organizational skills; ability to work independently and in a team setting Knowledge of Payor/Insurance benefits Preferred Factor:
These are job related enhancements that are preferred or would benefit the performance outcome of the job but are Not essential or required for the job to exist.
One years HME/DME experience and knowledge The above job descriptive information is intended to describe the general nature and level of work being performed by individuals assigned to this job.
This is not intended to be an exhaustive list of all duties and responsibilities, as an employee may be assigned other duties other than described in this document.
Qualifications Skills Required BASIC OFFICE/COMPUTERS Intermediate ABILITY TO MULTI-TASK Intermediate ABILITY FOLLOW DIRECTIONS Advanced Behaviors Required Team Player:
Works well as a member of a group Detail Oriented:
Capable of carrying out a given task with all details necessary to get the task done well Dedicated:
Devoted to a task or purpose with loyalty or integrity Motivations Preferred Ability to Make an Impact:
Inspired to perform well by the ability to contribute to the success of a project or the organization Education Preferred HS Diploma or better.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
9 Greensburg, PA Greensburg, PA Full-time Full-time Estimated:
$27.
1K - $34.
4K a year Estimated:
$27.
1K - $34.
4K a year Job Details 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 care giver, 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.
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.
TECHNICAL STANDARDS
Essential Functions:
Defined as duties specific to the job, that, if removed, would change the entire purpose of the job; to include the Essential Physical Demands and Essential Working Conditions of this position.
Core
Essential Functions:
Service Recovery Solicits customer feedback to improve service Responds to requests for service and assistance in a timely manner Provides appropriate documentation of customer satisfaction comments Customer Focus Receives customers and/or answers phone calls courteously Assesses customers' needs and considers customer in decision making processes to ensure customer satisfaction Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders Greets customers in a polite and professional manner.
Determine customer's needs and process orders timely and accurately Adhere to the department's attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays Customer Service Education Assist with the education and customer service teaching within MEC Assist with customer service training as requested by departments/managers Fiscal Accountability Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable Understand payer specific billing/payment requirements and state and federal mandated standards to insure orders are dispensed appropriately and reduce possibilities of write offs Perform thorough and accurate verification of insurances Insure all appropriate documentation is received; script, PAR's, qualifying SAT's, F2F and WOPD prior to dispensing orders to insure reimbursement and reduce opportunities for financial recoupment (where applicable) Specialty
Essential Functions:
CSA Overview Adhere to all state and federally mandated documentation standards.
Enter all documentation in the computer system accurately on a daily basis accurately as required.
Perform thorough verification of insurance.
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 paperwork.
Enter and confirm work orders and monitor open orders for accuracy and completion.
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.
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.
Gather complete data and accurately take orders.
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.
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.
Verify insurance as required, with both primary and secondary payers, and determine if request for product or service can be fulfilled within parameters of insurance coverages or if the request requires management review and approval.
- In certain case by case situations and with Manager's approval, negotiate levels of service and discounts.
Customer Service-Customer Inquiries Ensure compassionate and positive interactions with customers.
Respond quickly and professionally to customer inquiries (patients and referral sources), both in the store and on the phone, with regard to appropriateness, availability, and coverage guidelines of equipment/supplies.
Receive, investigate and respond to all customer inquires regarding shipments, products, deliveries and complaints.
Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action - Maintain accurate and complete documentation of complaints and resolutions.
When unable to respond to any of the above inquiries or questions, refer patients and referral sources to the office manager or personnel best suited to handle them.
Provide skilled responses to grieving, upset or difficult customers.
Exhibit excellent verbal and written communication skills.
Patient Assistance Assist patients in selection of and instruction regarding equipment, supplies, and services.
Be able to accurately and clearly instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material.
Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient's diagnosis.
Where applicable and appropriate, based on training, provide specialized fitting of items such a compression hosiery.
Walk-In and Retail Sales (Where applicable) Greet walk-in customers promptly, courteously and above all, in a friendly manner.
Consult with walk-in customers as to their equipment and service needs.
Use open-ended questions effectively as part of the sales process.
Prepare order form and all documentation needed for intakes.
Obtain required signatures and provide the customer with a new patient packet.
Provide the customer complete documentation and instruction.
Make certain area is picked up and neat after helping customer.
Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient's diagnosis.
Confidentiality and Compliance Treat all information and data within the scope of the position with appropriate confidentiality and security.
Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety.
Adhere to all state and federally mandated standards regarding confidentiality and patient rights.
III.
Marginal Functions:
Defined as duties that are not essential in nature and do not take a considerable amount of time to complete (less than 10%).
Performs other duties as required.
Required Skills and Knowledge:
Minimum level of education, skills and abilities necessary in performing the job.
Education:
HS Diploma or GED Certification / Licensure / Regulation:
None Prior
Experience:
Previous data entry experience and customer service related experience Other Skills and Abilities:
Basic Math and Keyboard Proficiency Proficient 10-key Numeric Skills Functional skills on PC and Related Software Independent thinking and decision-making ability; problem solving skills; sound judgement; excellent oral and written communication skills Strong time management and organizational skills; ability to work independently and in a team setting Knowledge of Payor/Insurance benefits Preferred Factor:
These are job related enhancements that are preferred or would benefit the performance outcome of the job but are Not essential or required for the job to exist.
One years HME/DME experience and knowledge The above job descriptive information is intended to describe the general nature and level of work being performed by individuals assigned to this job.
This is not intended to be an exhaustive list of all duties and responsibilities, as an employee may be assigned other duties other than described in this document.
Qualifications Skills Required BASIC OFFICE/COMPUTERS Intermediate ABILITY TO MULTI-TASK Intermediate ABILITY FOLLOW DIRECTIONS Advanced Behaviors Required Team Player:
Works well as a member of a group Detail Oriented:
Capable of carrying out a given task with all details necessary to get the task done well Dedicated:
Devoted to a task or purpose with loyalty or integrity Motivations Preferred Ability to Make an Impact:
Inspired to perform well by the ability to contribute to the success of a project or the organization Education Preferred HS Diploma or better.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c).
Estimated Salary: $20 to $28 per hour based on qualifications.
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