Customer Service Representative

Purpose: Answer phone calls in a professional manner. Provide excellent customer service and foster teamwork. Review, qualify and key orders for our existing and new patients from referrals, hospitals and doctors’ offices in a timely manner. Communicate between referral and branch any missing information that could prevent order from being processed right away. Perform duties of primary job function and be cross-trained to perform multiple functions.

Required Knowledge, Skills, Training and Abilities:

  • Successful completion of all scheduled New Employee Orientation Programs
  • Successful completion of all training requirements
  • Skills to read, write and perform both mathematics calculations and the English language effectively
  • Ability to work independently; detail oriented with excellent organizational skills
  • Ability to lift or carry 25 lbs
  • Ability to communicate independently and verbally with personable and effective speaking skills – effective communications skills
  • Knowledge of all company applications, software and other tools
  • Knowledge of all company and office processes and protocols

Primary Functions for Primary Phone:

  • Answer calls from patient, branch and referrals for set primary branches and other PSC branches not directly serviced by your team
  • Place recurring orders for existing patients (i.e., tank refills, neb kits, LOX refills)
  • Follow through for patient, branch and referral inquiries
  • Use PSC resources to resolve situations and answer questions (i.e., SharePoint, branch profiles and team cheat sheets)

Primary Functions for Fax:

  • Monitor fax system and route incoming faxes to appropriate SharePoint, CSR and/or branch for processing in a timely manner
  • Notify branches of any orders that may need immediate attention
  • Document information on orders: times received and given for processing
  • Answer incoming calls from a rollover status for patient, branch and referrals for set primary branches and other PSC branches not directly serviced by your team
  • Place recurring orders for existing patients (i.e., tank refills, neb kits, LOX refills)
  • Follow through for all inquiries
  • Use PSC resources to resolve situations and answer questions (i.e., SharePoint, branch profiles, team cheat sheets)

Primary Functions for RAD:

  • Process incoming orders for RADs and/or supplies, including follow-up for missing information, appointment scheduling and co-pay information, as well as updating SharePoint to reflect the status of order/scheduling
  • Detailed knowledge of RAD qualifications, and knowledge of review of clinical and prescription information to verify the patient qualifies for ordered equipment
  • Detailed knowledge of branch scheduling process: scheduling limitations and making/documenting three scheduling attempts
  • Communicate with branches regarding any pertinent order information
  • Answer calls from a rollover status for patient, branch and referrals for set primary branches and other PSC branches not directly serviced by your team
  • Place recurring orders for existing patients (i.e., tank/LOX refills, neb kits)
  • Follow through for all inquiries
  • Use PSC resources to resolve situations and answer questions (i.e., SharePoint, branch profiles and team cheat sheets)

Primary Functions for Other Entry:

  • Primary role is to prepare and key orders according to patient/referral needs
  • Obtain and complete documentation or qualifications; includes but is not limited to completing all checklists as required by insurance, ensuring that information provided meets insurance requirements for equipment ordered, providing correct item/referral/physician/insurance codes and information at entry
  • Process orders accurately and in a timely manner
  • Follow up with the billing center for status of keyed orders as needed
  • Printing/releasing of orders to branch/warehouse per protocol
  • Responsible for updates to SharePoint to reflect the status of orders and ensuring that anything preventing the order from being processed is documented
  • Communicate with branches and peers regarding any pertinent order information
  • Assist in working through ticklers to minimize amount of open orders
  • Answer calls from a rollover status for patient, branch and referral for set primary branches and other PSC branches not directly serviced by your assigned team
  • Place recurring order for existing patients (i.e., tank/LOX refills, neb kits)
  • Follow through for patient, branch and referral inquiries
  • Use PSC resources to resolve situation and answer questions (i.e., SharePoint, branch profiles, team cheat sheets)

Qualifications:

  • High school graduate (diploma) or equivalent
  • 1 year of customer service/relations experience (healthcare experience preferred)
  • 1 year call center experience

Send resume to:
American HomePatient
Attn: Human Resources
5200 Maryland Way, Suite 400
Brentwood, TN 37027

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