Retail Customer Experience Specialist

IRB Medical Equipment LLC; Petoskey (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

IRB Medical Equipment LLC is seeking a dedicated Call Center / Customer Service representative to serve as the first point of contact for customers. You will greet customers, take orders, answer questions, and address complaints with empathy and professionalism.

After onboarding, you will assist with insurance verification, equipment requests, and coordinating service with other departments while maintaining accurate patient records and communicating clearly with physicians and referral sources.

Qualifications

• High school diploma or GED.
• 6 months of relevant customer service experience preferred.
• Excellent interpersonal and verbal/written communication skills.
• Proficiency with computers and data entry.

Responsibilities

• Greet customers and maintain a positive, empathetic attitude.
• Take orders, answer questions, and resolve complaints.
• Assist internal and external customers in a professional manner.
• After competency approval, assist with bracing fitting and adjustments as needed.
• Examine and measure patients to determine appliance needs and fit considerations.
• Fit, test, and evaluate devices for proper fit and comfort.
• Instruct patients on use and care of orthoses/prostheses and related devices.
• Maintain patient records and coordinate with physicians on prescriptions.
• Handle requests from multiple sources (phone, fax, online) and process service orders.
• Coordinate home equipment service requests with Dispatch for prompt delivery.
• Maintain knowledge of Medicare/Medicaid and third-party payors.

Skills

Interpersonal skills

Communication skills

Typing skills

Data entry

Computer proficiency

Education

GED or High School Diploma

Job description

IRB Medical Equipment LLC is seeking a dedicated Call Center / Customer Service representative to serve as the first point of contact for customers. You will greet customers, take orders, answer questions, and address complaints with empathy and professionalism.

After onboarding, you will assist with insurance verification, equipment requests, and coordinating service with other departments while maintaining accurate patient records and communicating clearly with physicians and referral sources.