Medical Equipment Customer Support Specialist

Hart Medical Equipment; Port Huron (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Hart Medical Equipment in Port Huron, MI is seeking a full-time Customer Service Associate to serve as the first point of contact, take orders, answer questions, handle complaints, and troubleshoot problems. You will greet customers, listen actively, and assist both internal and external clients with professionalism.

Responsibilities include equipment service coordination, insurance verification, and collaboration with physicians for device specifications.

Qualifications

• Excellent interpersonal, written and oral communication skills.
• 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.

Responsibilities

• Greet customers and maintain a positive, empathetic and professional attitude during interactions.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Assists all internal and external customers in a professional manner.
• After competency approval, complete bracing as needed including: Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.
• Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.
• Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.
• Maintain patient records.
• Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.
• 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.
• Acquire and retain strong production knowledge in order to provide customers with product and service information.
• Keeps the showroom and the shelf inventory clean, rotated and in order.
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.
• Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
• 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.
• Other duties as assigned by management.

Skills

Excellent interpersonal communication

Written and oral communication

Attention to detail

Data entry skills

Proficiency with computers & typing

Ability to work in fast-paced

Education

High school diploma or GED

Job description

Hart Medical Equipment in Port Huron, MI is seeking a full-time Customer Service Associate to serve as the first point of contact, take orders, answer questions, handle complaints, and troubleshoot problems. You will greet customers, listen actively, and assist both internal and external clients with professionalism.

Responsibilities include equipment service coordination, insurance verification, and collaboration with physicians for device specifications.