Customer Support Representative

Position Overview:

The Customer Support is responsible for responding to telephone, email, and fax inquiries related to products, product availability, pricing, and order status. This role processes daily orders received through phone, email, fax, and electronic systems, including all required documentation and associated paperwork. The position requires regular interaction with internal team members, various departments within the Company, Veterans Administration (VA) personnel, customers, and individual veterans to ensure timely and accurate customer support.

Responsibilities:   

• Accurately enters and updates patient and order information received through phone calls, emails, faxes, portals, and other communication channels
• Reviews documentation for completeness and follows established procedures for order processing
• Responds to inquiries regarding order status, backorder status, shipping updates, missing documentation, payment information, and customer support issues
• Coordinates and completes required documentation for returns to the Company and external vendors
• Maintains confidentiality of patient information in accordance with Company policy and HIPAA regulations
• May be responsible for sending quotes to customers as needed
• May assist with kit fulfillment processes to ensure accurate and appropriate supplies are provided to veterans
• In the absence of the Customer Operations Director, this role may be required to  inquiries and access and or present information to external audit agencies, including the Accreditation Commission for Health Care (ACHC) or Medicare

Supervisory Responsibilities:

This position does not supervise other employees.