Rehab Customer Service Representative

Description

DASCO is growing! Voted one of the 2019, 2020, 2021, 2022 AND 2023 Top Places to Work in Columbus CEO magazine. We've also been named as one of America's Fast-Growing companies by Inc. 5000! Join Us!

Our benefits include: competitive compensation based on industry standards, an excellent benefits package, which includes: generous 401(k) match with immediate vesting, growth opportunities, health insurance benefit opportunities which include Medical, Dental, Vision, excellent PTO which increases based on tenure, holiday pay, and a fantastic company culture!

SUMMARY:

The Rehab Customer Service Representative assists callers, customers, and associates concerning rehabilitation, mobility, or assistive technology products. Processes customer admissions, resolves concerns, verifies purchasing products to specification, and prepares all documentation necessary to properly deliver and confirm customer orders.

ESSENTIAL FUNCTIONS:

1. Research products and product availability; interacts with vendors to procure products at competitive pricing and terms; develops purchase order and resolves issues pertaining to vendor shipments.

1. Maintains contact with customers and referral sources regarding the status of orders. Coordinate deliveries, pick-ups, and service calls with Rehab and/or Medical Equipment Technicians.

1. In the branch, helps walk-in/fax/telephone callers and customers and performs insurance verifications, keying orders, and other related duties for the benefit of internal and external customers.

1. Responds promptly to all customer contacts and remains customer service focused. 

1. Assesses for appropriate and qualifying products, assesses for reimbursement criteria and obtains necessary documents to proceed.

1. For oral orders, creates and distributes all intake/work order forms and data screens completely and accurately, within required timeframes. 

1. Verifies all information as required by medical, payer, and company protocol effectively coordinates deliveries, pick-ups, service calls by informing all involved persons, particularly in unusual situations.

1. Demonstrates and communicates comprehensive understanding of all products, payers, pricing, computer systems, and resource materials, and functions as a liaison between all associates and departments to meet the needs of customers and callers.

1. Maintains a clean, orderly showroom/work area, and assures adequate stock on by communicating stock needs to purchasing department.

1. Generates initial, renewal, and revised prescriptions and CMN forms, as required to support claims and authorizations. Performs follow-up with physician offices and patients/caregivers regarding the status of unreturned medical documents. Works the held revenue reports to manage all holds to departmental standards. 

1. Facilitates excellent relationships with physicians, medical office personnel, insurers, and others to ensure they are informed of changes to documentation requirements that may affect them, and to encourage the rapid return of needed information.

1. Prioritizes customers service so that customers are not neglected.

1. Other duties as assigned by the Manager.

Requirements

REQUIRED EDUCATION AND/OR EXPERIENCE:

1. High School diploma or GED equivalent.

PREFERRED EDUCATION AND/OR EXPERIENCE:

1. Knowledge of the requirements and procedures related to their party payer coverage of mobility and assistive technology equipment and terminology associated with home medical products and product reimbursement. General knowledge of mobility and assistive technology equipment and manufacture of products. 

ADDITIONAL QUALIFICATIONS:

None.

COMPETENCIES:

Adaptability

Customer Service / Client Focus

Detail oriented

Problem solving

Teamwork

POSITION TYPE/EXPECTED HOURS OF WORK:

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. to start, with the possibility of flex scheduling based on department needs and individual performance.

SUPERVISORY RESPONSIBILITY:

This position has no supervisory responsibilities. 

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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.

This is primarily a sedentary position, spending most of the workday sitting at a desk in an office setting. The employee may occasionally be required to climb or balance; stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include both close and distance vision, color and peripheral vision, depth perception and ability to adjust focus.

TRAVEL:

No travel is typically not expected for this position.

OTHER DUTIES:

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.

EEO