Customer Service Representative Trainer
Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.
Status: Full Time
Location: This position is remote but based out of Grand Blanc, MI.
Hart Medical Equipment offers a competitive salary and benefits package. EOE
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Leads and oversees the daily operations of designated team.
- Recommends and assists ongoing training and educational activities related to both specific and general job topics.
- Work with Manager and Senior Lead to meet department goals.
- Assist with communication forms as needed.
- Answers questions and works though issues with team.
- Assists all internal and external customers in a professional manner.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
- Coordinates home equipment service request with Dispatch for prompt delivery.
- Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
- Provide customers with product and service information.
- Maintain current knowledge on Medicare, Medicaid, and other payor sources.
- Verifies medical necessity, insurance coverage and physician orders for all insurance- assigned services.
- Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
- Understanding and striving to meet or exceed department metrics while providing excellent customer service.
- Making sales or recommendations for products or services that may complement client needs, as applicable.
- Act as a resource to leadership and employees.
- Conduct training sessions in a variety of formats such remote and on-the-job training.
- Provide ongoing coaching and support to employees to ensure they continue to meet performance targets and expectations.
- Other duties as assigned by management.
SUPERVISORY RESPONSIBILITES
This position has no supervisory responsibilities. However, may be asked to provide information related to support performance reviews and disciplinary actions of trainees, by the Manager.
QUALIFICATIONS
To perform this job successfully, an individual must be professional, proactive, and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
- High school diploma or general education degree (GED).
- 1 year of relevant customer service/DME experience.
- Leadership experience preferred.
Skills & Abilities
- Excellent interpersonal, written, and oral communication skills.
- Must be able to work independently while leading a team.
- Customer service orientation.
- Attention to detail.
- Good data entry skills.
- Proficiency with computers, with strong typing skills.
- Ability to work in a fast-paced environment.
- Must have 100% department knowledge.
Language Skills
Proficient English (verbal, written). Second language encouraged.