HME Customer Service Specialist

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Greets walkin customers and assists with obtaining product needs. Handles sales calls from referrals and customers with timely follow through. Completes sales order and verifies proper documentation is obtained. Develops and maintains working knowledge of most insurance plans. Educates customers on medical equipment use. Ensures financial obligation of customer is met. Works daily reports and tasks as assigned. Performs closing of POS system as assigned. Able to troubleshoot basic equipment such as credit card devised scanners etc.

MINIMUM QUALIFICATIONS:

EDUCATION CERTIFICATION AND/OR LICENSURE:

High school diploma or equivalent.

EXPERIENCE:

Three (3) years experience in sales/customer service.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. Experience in home medical equipment.

2. Experience with ICD10 and CPT4 coding.

3. Bilingual (English and Spanish).

CORE DUTIES AND RESPONSIBILITIES:The statements described here are intended to describe the general nature of work being performed by people assigned to this are not intended to be constructed as an allinclusive list of all responsibilities and duties may be assigned.

1. Professionally and promptly greets walkin customers with a positive attitude. Provides assistance to identify customer needs. Develops and maintains product knowledge to answer questions and offer alternatives as needed.

2. Receives sales calls from referrals and customers. Handles information appropriately and inputs data accurately and through timely with customer and/or voice mail messages timely and returns calls the same all fax orders as makes notes in customer accounts.

3. Develops and maintains a working knowledge of current Medicare Medicaid insurance regulation and accreditation guidelines.

4. Create and completes sales orders. Ensures prescriptions and any required facetoface notes meet criteria for dispensing. Obtains and/or verifies PAR is valid as needed and verifies insurance information is current. Research for additional documentation in EPIC effectively with referral for any additional information.

5. Provides instruction on safe use functions and maintenance of medical equipment. Measure and assist customers with stockings braces etc. where a fitter is not required.

6. Ensures copays and deductibles are collected at time of transaction as applicable. Process payments accurately thru POS unapplied and AR dashboard. Post deposits daily. Maintains basic knowledge of billing process. Enrolls customers in Autopay as applicable for recurring rentals and eDelivery for billing.

7. Follows up on open orders WIP report and follows daily task sheet. Ensures as many sales orders are ready to be confirmed by month end as possible.

8. Manages Point of Sale system and accurately processs daily closing and in Point of Sales closing are reported bank deposit.

9. Able to troubleshoot POS credit card devices check scanner computer programs electronic (EMR) systems and who to call for assistance.

10. Maintains neat and organized workstation and sales floor. Restocks sales floor as needed.

PHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Requires functional range of body mobility including; handling and lifting manual and finger dexterity and eyehand coordination sufficient to assist patients and/or customers and/or to handle and use required instruments machinery/tools with moving parts. Must be able to lift 20 lbs.

2. Requires standing walking pushing bending kneeling and reaching at arms length and overhead for prolonged periods of time using appropriate body mechanics.

WORKING ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. May be exposed to fluctuating temperatures.

SKILLS AND ABILITIES:

1. Maintains a friendly persona during all to defuse frustrated customers.

2. Displays empathy and understanding to help customer obtain equipment needed.

3. Able to multitask pay attention to detail and think independently within a team.

4. Able to build relationships with customers and referral sources.

5. Strong reading writing spelling grammar punctuation and mathematical calculations skills.

6. Skilled in computer use including excel and word

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/NonExempt:

United States of America (NonExempt)

Company:

SHC WVUHS Home Care

Cost Center:

381 GHC DME Martinsburg

Address:

1353 Edwin Miller Blvd

Martinsburg

West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively WVUHS) is an equal opportunity employer and complies with all applicable federal state and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees applicants or any other covered persons because of race color religion creed national origin or ancestry ethnicity sex (including gender pregnancy sexual orientation and gender identity) age physical or mental disability citizenship past current or prospective service in the uniformed services genetic information or any other characteristic protected under applicable federal state or local law. All WVUHS employees other workers and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment including but not limited to hiring training promotion discipline compensation benefits and termination of employment.