Customer Service - Repair

MedCare Equipment Company, LLC; Greensburg (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

MedCare Equipment Company, LLC is seeking a CSA I - Repair to handle initial customer contacts in person, by phone, or online. You will qualify and process orders, troubleshoot basic issues, and route complex cases to repair techs.

The role includes submitting to insurance for approvals and supporting Lean processes to improve efficiency. Ideal candidates have a High School Diploma or GED and experience in healthcare or durable medical equipment, with strong data entry and MS Office skills.

Qualifications

• High school diploma or GED required.
• Experience in healthcare or durable medical equipment preferred.
• Proficient data entry.
• Strong MS Word and Excel skills.
• Excellent organizational and time-management abilities.
• Experience with insurance guidelines, medical terminology, and EMR data extraction.

Responsibilities

• Receive, qualify, and process customer orders in person, by phone, or via web.
• Troubleshoot basic issues over the phone and route more complex cases to repair technicians.
• Submit orders to insurance for authorization as needed.
• Support lean processes and contribute to continuous improvement.
• Respond to customer inquiries about shipments, products, deliveries, and complaints.

Skills

Data entry

Insurance knowledge

Medical terminology

EMR data extraction

Time management

Organizational skills

Education

High School Diploma or GED

Tools

MS Office (Word, Excel)

Job description

Description

The CSA I - Repair has the primary responsibility of handing initial customer contact either in person or over the telephone (and at times via the web). These customer contacts may be with the patient, a caregiver, a referral source, or a commercial account. They are there to receive, qualify, and process -according to procedure - all customer orders in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

Job Type
Full-time

The CSA I - Repair will receive a task or phone call stating the patient's unit is broken and needs repaired. It is the CSA I - Repair job duty to troubleshoot over the phone to see as to what the issue is. If the concern is out of their area of expertise the order will be sent to the repair techs for an evaluation. After a decision is determined, the CSA I - Repair will submit into the insurance for an authorization to get the patient’s unit repaired.

Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to MedCare’s missions, vision and values.

Requirements

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment preferred.
• Demonstrated PC skills with proven data entry experience.
• Proficient in MS Office, especially Word and Excel.
• Strong organizational and time management skills.
• Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR’s to expedite order processing preferred.

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position.

Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

• Sitting for extended periods of time.
• Manual dexterity for typing and writing.
• Ability to read small print and view a computer screen for prolonged periods.
• Ability to lift, push, pull, or carry objects up to __20_ pounds.
• Able to wear over-ear headsets for majority of workday.