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Customer Service Representative Job
Job Number: LHM17437
Job Title: Customer Service Representative
Department: Billing Customer Srvc, Purch - 3042786
Facility: Lifespan Home Medical
Location: Lincoln, RI
Reporting to the Office Manager, the incumbent performs the admission process whereby an understanding of the customer's need is reached; a decision concerning service is made; and, implementation of appropriate processes to meet the customer's need begins. This position is responsible to provide a high level of customer services to both internal and external customers.
Answer each phone call using organization protocol. Answer phone continuously and appropriately handles calls to satisfy callers needs. Speak knowledgeably of all available services in responses to inquiries to assure customer satisfaction and appropriate coordination of services.
Speaks with various customers by phone or in person and receives orders for installation, discontinuance or change in service. Takes customer complaints and investigates problems as necessary, reporting critical issues to supervisor.
Gathers data, including sales activity by referral source, so that reports can be generated through the in-house computer system. Additionally, generates certain activity reports including orders unable to fill.
Intakes patient information from various sources. Record detailed information, including clinical, financial and demographic data. Determines if supplies or equipment are available.
Evaluates the medical necessity of orders according to payor standards and guidelines. Obtains accurate and timely initial authorizations and insurance verifications from payers. Solicits sales of new or additional services.
Generates delivery slips for all rental and sales via computer. Assures all paperwork is complete for billing process in accordance with JCAHO standards. Generates paperwork for items to be returned. Generates paperwork for timely delivery of enteric products according to monthly schedule.
Monitors day-to-day customer service activities to assure efficiency of workflow and assures customer satisfaction is met. Participates in problem management by initiating complaint process to ensure complaints are resolved effectively and promptly.
Maintains current awareness and displays good judgement regarding the organization's policies and procedures as well as understanding of special programs and individual endeavors of directors, supervisors and other organization's group. Participates in quality activities, which support the organization's mission, philosophy, customer service and process improvement goals.
Relay concerns to Manager as contribution to systems improvement. Participate in quality improvement projects as directed.
Provide good customer service to external customers, team members and internal Lifespan customers.
Access continuing education as related to the program.
Handle other tasks (i.e., mail, and disposition notices) as directed.