DME Customer Service Representative

JOB SUMMARY The Pharmacy DME customer service representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer service department. DUTIES AND ESSENTIAL JOB FUNCTIONS • Effectively manage large amounts of incoming calls • Build sustainable relationships of trust through open and interactive communication • Provide accurate, valid, and complete information by using the right methods/tools • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution • Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • Maintain a working relationship with referral sources. • Complete all necessary paperwork for walk-in patients (delivery ticket, plan of care, and other items needed to bill and meet accreditation standards with complete product education to the customer). • Answer multi-line phone system efficiently and direct the patient to the correct person and/or department they need. • Assist with implementation of quality improvement program to meet company and accreditation standards. • Reconcile cash drawer daily and report to accounting with the ability to post through unapplied payments. • Greet all customers with a positive attitude. • Greet the customer, collect any copay/deductible, process paperwork, or any necessary information needed from the customer to help make their experience positive. • Responsible for keeping sample room stocked and organized at all times Other functions and Responsibilities This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. COMPETENCIES • Patient & Customer Focus • Ethical Conduct • Flexibility • Initiative • Personal Effectiveness/Credibility • Stress Management/Composure QUALIFICATIONS Required • Two (2) years of Customer Service in a high call volume environment preferred • DME Knowledge preferred • Quality Focus • Problem Solving • Health Insurance Knowledge preferred • Documentation Skills • Listening skills • Phone Skills • Resolving Conflict • Analyzing Information • Multi-tasking • Proven customer support experience • Strong communication skills and active listening. Must be able to communicate and present information clearly and effectively to individuals with various backgrounds. • Customer orientation and ability to adapt/respond to different types of characters REQUIRED EDUCATION/LICENSES/CERTIFICATIONS • High school diploma or equivalent