Retail Customer Service Representative

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

Description

SUMMARY: Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• 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.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

Skills & Abilities

• 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.

Language Skills

Proficient English (verbal, written). Second language encouraged.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure using a calculator.

Analytical & Problem Solving Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear. Call Center/PAP/Supply departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.

WORK ENVIRONMENT

The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment for Call Center/PAP/Supply/Stock & Bill departments. Retail store for retail departments. Noise is moderate.

TRAINING

Orientation and selected courses must be completed in the designated time frame.

ADDITIONAL QUALIFICATIONS

None

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position. This document is not to be construed as an employment contract of any kind.