Healthcare CSR – Mon-Fri, Ontario

Shield California Health; Eastern Ontario; On-site; CAD 38,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) with Company Match

Sick and Vacation Days

Flexible Spending Account

Life & Disability Insurance

Education Assistance

Employee Referral Program

Job summary

Shield HealthCare in Ontario, CA is seeking a Customer Service Representative to assist customers with telephone orders and support the sales team. You will record information, place supply orders, and deliver a world-class customer service experience.

The role is office-based with a Monday–Friday schedule, no nights or weekends, a starting pay of $20–$21 per hour, and a benefits package including medical, dental, and vision, 401(k) with company match, paid time off, and more.

Qualifications

• High school diploma or equivalent.
• 2+ years customer service experience, preferably in the healthcare industry.
• Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
• Strong written and verbal communication abilities.
• Good decision making and problem resolution ability
• Knowledge of third‑party billing preferred
• A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.

Responsibilities

• Create accounts to ship orders generated by incoming telephone calls, faxes, provider portals, physician emails, referral sources, and customers.
• Make outbound calls to customers, physicians, and referral sources to facilitate the customer onboarding and order shipping processes.
• Enter orders in the system in use in a timely manner ensuring compliance with SHC, and 3 rd party regulations.
• Attend to walk‑in customers.
• Obtain support documentation and prior authorizations to ensure SHC compliance.
• Completes assigned 5‑day callbacks to maintain customer satisfaction levels.
• Utilizing the system in use works the document requests screen and hold screen to ensure timely shipping of pending orders.
• Resolve customer challenges, communicate customer challenges to immediate supervisor for training, coaching, guidance, and procedural review.
• Attend and participate in weekly meetings.
• Upsell and cross‑sell to meet customer needs.
• Maintain knowledge of quantity guidelines and 3 rd party requirements by learning and reviewing on a regular basis.
• Document all account interactions/activities in CSR notepad.
• Maintain product knowledge with respect to SHC offering.
• May be required to learn and understand tube feeding requirements and enteral feeding pump operation with a level of expertise in line with an individual’s ability to train a patient in the absence of a Registered Dietitian to ensure successful hospital discharge and home use.
• May be required learn and understand enteral feeding pump trouble shooting processes to ensure functionality and timely justified replacement of enteral feeding pumps.
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

Skills

Customer service

Healthcare knowledge

Microsoft 365

Communication

Problem solving

Bilingual preferred

Education

High school diploma or equivalent

Tools

Excel

Outlook

PowerPoint

Word

SharePoint

Teams

Job description

Shield HealthCare in Ontario, CA is seeking a Customer Service Representative to assist customers with telephone orders and support the sales team. You will record information, place supply orders, and deliver a world-class customer service experience.

The role is office-based with a Monday–Friday schedule, no nights or weekends, a starting pay of $20–$21 per hour, and a benefits package including medical, dental, and vision, 401(k) with company match, paid time off, and more.