Customer Service Representative

Home Care Delivered, Inc. was founded by Gordy Fox in 1996 as a result of his own personal experience with family members aging and living with chronic medical conditions. He found that it wasn’t easy for people in the home health setting to get the information or the supplies they needed to care for themselves or to follow their physician’s treatment plans properly. HCD provides only the highest quality medical supplies and products. We carry thousands of items from leading providers in the industry and deliver them within 48 hours to your door.

JOB SUMMARY

Responsible for the creation and follow-up of all new customer orders. Creates, faxes, or mails, follows up on, signed required medical and/or insurance documentation from physicians' offices, insurance companies and patients. Coordinates all aspects of the first shipment of medical supplies to all new customers in accordance with all regulatory and company requirements and policies, and communicates effectively with health care professionals with the overall objective of building professional relationships with key decision makers that yield regular referring contacts with a continual stream of patient referrals.

ESSENTIAL DUTIES

- Accurately performs each step in the process from order to ship. This includes initial engagement and customer intake, data entry to build the order, insurance verification, prior authorization as needed, gathering, and verifying proper documentation and completing the shipping process.

- Consistently ensures compliance with established regulatory requirements and department and Company standards and procedures.

- Effectively communicates with healthcare professionals and customers to provide updates on patient order status with the overall objective of building professional relationships with key decision makers that yield regular referring contacts with a continual stream of patient referrals.

- In accordance with department policy, thoroughly notes patient accounts when action is required/taken and/or upon each completed or attempted contact with the patient.

- Expedites service in situations requiring urgent attention as determined by management.

- Provides patients with a comprehensive explanation of required documents and explains how to complete required documents, as necessary.

- Identifies opportunities for improvement and contributes to solutions to enhance workflow efficiency and enhance the customer’s experience.

- Maintains appropriate level of communication and confidentiality.

- Performs all other duties as assigned, which may vary at any time with or without notice.

REQUIREMENTS

- High School Diploma or GED

- Call Center experience is required, preferably in a customer service role

- Medical experience is helpful. Medical office, CNA, etc.

- MS Office knowledge