HME Customer Service Representative

Job Summary:

Under the direction of the MedSource Director, the incumbent functions as a customer service representative providing for the sale, delivery, and education of home medical equipment, supplies and retail merchandise to our patients and customers. Exhibits the F.I.R.S.T. values (Friendliness, Innovation, Respect, Service, and Trust).

Essential Functions:

1. Welcomes customers and patients in a pleasant and professional manner.
2. Offers assistance in the selection of retail merchandise.
3. Educates patients/customers on the proper use of medical supplies and equipment as needed.
4. Assists customers in the ordering of merchandise or equipment that is not a stock item or is not currently in-stock.
5. Collects payments for supplies, equipment and services.
6. Balances cash drawer daily and prepares daily bank deposits.
7. Maintains neat and appealing appearance of retail area keeping merchandise displayed, stocked and organized.
8. Assembles medical equipment ensuring it’s in safe working condition.
9. Responsible for complete and accurate documentation of patient charts in order to receive reimbursement.
10. Prioritizes and schedules pick-up and delivery of equipment and oxygen based on the patient’s needs.
11. Requests refund payments for returned merchandise.
12. Authorized to transport and deliver nebulizer medications as an agent for EMRMC Outpatient Pharmacy per protocol.
13. Answers phone and provides assistance to the caller or directs calls to the appropriate individual.
14. Receives orders/prescriptions for medical equipment and supplies and reviews to determine if required documentation is present.
15. Calls insurance company for pre-authorization of medical equipment, supplies and/or services.
16. Maintains courteous, helpful attitude to ensure quality service and customer satisfaction.
17. Accepts assignments and responsibilities as directed by coordinator.
18. Alternates monthly call schedule with other Associates.
19. Demonstrates a commitment to professional accountability and growth.
20. Contributes to the effective operations of the Organization by demonstrating dependability in job performance.
21. Contributes to the achievement of the mission and philosophy of the Organization.
22. Demonstrates a commitment to incorporating the core concepts of patient family centered care into practice (dignity, respect, information sharing, and participation).
23. Demonstrates a commitment to the development and implementation of shared governance across the Organization.
24. Performs other related duties as assigned.

WORKING CONDITIONS, HAZARDS AND PHYSICAL EFFORT:

Average work station area with normal levels of noise. Requires the movement of heavy home medical equipment. Requires safe operation of delivery vehicles. Must be able to work with constant interruptions of phone and walk-in customers and patients. The task of this job occasionally involves the exposure to body fluids, unpleasant smells, sights and unsanitary environments due to delivering equipment and supplies to patient’s homes. Must be able to move or position 50 lbs. independently. High stress level due to phones, patients, customers and provider’s offices all requiring immediate attention. Requires on call rotation for nights and weekends. Some overtime due to being on call.

CONTACTS WITH OTHERS:

Interacts with Associates, customers/patients, physicians and referring agencies on a routine basis.

EQUIPMENT USED/SPECIAL SKILLS REQUIRED:

Maintains knowledge of all appropriate home medical equipment and supplies purchased in the store or delivered to our customer’s residence. Maintains knowledge of third party payors policies and procedures.

Qualifications

Computer skills required. Cash register experience helpful.

Location

Ephraim McDowell Regional Medical Center, Inc.

Education Required

High School graduate or equivalent.

Certification Required

Valid Kentucky Driver’s License.

Compensation:

$18.14-$24.22 based of years of experience.