Customer Service Representative - Home Oxygen

Responsible for one of the first impressions a patient/client/customer will have of Billings Clinic. The incumbent in this position is responsible for providing customer service, high quality reference client support and procedural support to Home Oxygen. Works as an advocate between customers and insurance companies to gather documents, schedule appointments, and fill orders sent by health care providers for all DME (durable medical equipment) requests and responding to a variety of diverse questions regarding client and reference to Home Oxygen services. DME is equipment that helps aid in daily living activities in the home. It includes a variety of equipment: CPAP/BIPAP, Ventilator, Tracheostomy, Oxygen, Walkers, Wheelchairs, Orthopedic Supplies, Enteral, and Wound Care.

Essential Job Functions

• Greets customers and answers multi-line, high volume telephone and processing orders via fax/phone and responds to the majority of all incoming calls before transferring to alternate resources.
• Schedules appointments for in office visits, and for deliveries of oxygen and DME supplies/equipment.
• Works with Physicians and support staff to gather all required documentation, information, demographics in order to submit clean billing claims to insurance companies.
• Executes prior authorization to insurance companies and verifying insurance eligibility.
• Provide customer service to patients by listening, troubleshooting issues, missing or incorrect information and helping navigate their needs. Serves as a resource to internal and external customers. Responsible for initiating telephone calls to obtain missing information or to clarify information as necessary.
• Works with computers to include Microsoft Outlook, EMR database and TIMS software.
• Takes appropriate steps to resolve and/or engages with department leadership for resolution of issues.
• Fast paced environment while multitasking answering phones, helping walk-in customers, and filling orders.
• Helps resolve product issues/concerns and provides product education on all DME equipment/supplies and follows manufacturer warranties.
• Interacts with patients addressing complaints and concerns while following department/company policy.
• Must maintain customer service focus in all situations establishing credibility, trust and rapport
• Supports and models behaviors consistent with Billings Clinic's mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
• Performs all other duties as assigned or as needed to meet the needs of the department/organization.

Minimum Qualifications

Education

• High school graduate or equivalent.

Experience

• Minimum of 6 months of successful experience demonstrating and providing customer service.
• Successful experience working with and interacting with the staff and public in a productive and efficient manner.
• Experience providing administrative and clerical support in a healthcare field experience preferred
• CNA or Home Care Aid experience, preferred.

Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered