Customer Service Representative

Northwest-Respiratory-Service; Eagan (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

HSA & FSA options

401(k) retirement plan w/ company

Long-term Disability insurance

Short-term Disability insurance

Company-paid Life insurance

Voluntary Life Insurance

Job summary

Northwest Respiratory Services in Eagan, MN is seeking a Customer Service Representative to handle patient and referral inquiries by phone. You will process orders for oxygen and durable medical equipment, coordinate with branches, and resolve equipment issues in collaboration with Operations and Technicians.

The role requires strong communication, HIPAA understanding, and attention to detail; weekend hours are required. Medical terminology experience is preferred; bilingual skills are a plus.

Qualifications

• High school diploma or GED required.
• Minimum of one year of call center customer service experience required.
• Medical terminology and/or medical billing experience preferred.
• Understanding of HIPAA and the ability to handle confidential information.
• Excellent telephone communication and customer service skills.
• Detail-oriented, highly organized, and able to multitask in a fast-paced environment.

Responsibilities

• Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups.
• Interact with branch staff regarding customer information, orders and paperwork processing.
• Troubleshoot equipment issues over the phone and coordinate with Operations Managers and technicians to resolve problems.
• Document customer complaints and compliments; escalate unresolved issues to management.
• Attend trainings, staff meetings, and competency testing; follow policies and procedures.
• Work Saturdays and extended shifts as required; perform filing and VA travel order processing.

Skills

Call center experience

Customer service

Medical terminology

HIPAA awareness

Bilingual (plus)

Education

High school diploma or GED

Tools

Order processing systems

Data entry software

Job description

Northwest Respiratory Services, a leading provider of oxygen & respiratory products throughout the Midwest & Northern Rockies is hiring a Customer Service Representative for our Eagan, MN office to assist with servicing customers over the phone.The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues. As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers’ health and quality of life.Essential duties and responsibilities include the following (other duties may be assigned):Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups.Interact with branch staff regarding customer information, orders and paperwork processing.Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems.Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary.Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing.Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual.Work scheduled Saturdays and extended shifts as required. Must be willing to work SaturdaysPerform miscellaneous duties including filing patient records and processing Veterans Administration travel orders.Key Qualifications:High school diploma or GED requiredMinimum of one (1) year of call center customer service experience required.Medical terminology and/or medical billing experience preferred.Understanding of HIPAA and the ability to handle confidential and sensitive information.Excellent telephone communication and customer service skills.Detail-oriented, highly organized, and able to multitask in a fast-paced environment.Accurate typing, data entry and order processing skills.Ability to exercise sound judgment when handling customer calls.Ability to be punctual, dependable and maintain a stable work historyBilingual skills are a plus!Proficiency with computer-based data entry and order processing systemsAbility to read, interpret and follow instructions, policies and procedural documentsAbility to add, subtract, multiply, and divide using all units of measure.Actively promotes and complies with all safety and security proceduresProper use of equipment and materials at all timesWe Offer a Competitive Benefits Package Including:Medical, Dental, and Vision insuranceHSA & FSA options401(k) retirement plan w/ company contributionLong-term and Short-term Disability insuranceCompany-paid Life insuranceVoluntary Life, Accident, and other supplemental insurancePet insuranceVacation, sick, and paid holidaysLearning and development opportunitiesNorthwest Respiratory Services is a privately held, regional leader in the respiratory product and service industry. We proudly serve patients in their own homes, assisted living facilities, skilled nursing facilities, and veterans receiving care from the VA Hospital. Since 1976, we have been a trusted partner, dedicated to the highest standard of care at the best possible value.We look forward to seeing your application and the opportunity to speak with you further!Northwest Respiratory Services is an EEO Employer M/F/Vets/Disabled