JOB SUMMARY

The Pharmacy DME customer service representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer service department.

DUTIES AND ESSENTIAL JOB FUNCTIONS

• Effectively manage large amounts of incoming calls
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Maintain a working relationship with referral sources.
• Complete all necessary paperwork for walk-in patients (delivery ticket, plan of care, and other items needed to bill and meet accreditation standards with complete product education to the customer).
• Answer multi-line phone system efficiently and direct the patient to the correct person and/or department they need.
• Assist with implementation of quality improvement program to meet company and accreditation standards.
• Reconcile cash drawer daily and report to accounting with the ability to post through unapplied payments.
• Greet all customers with a positive attitude.
• Greet the customer, collect any copay/deductible, process paperwork, or any necessary information needed from the customer to help make their experience positive.
• Responsible for keeping sample room stocked and organized at all times

Other functions and Responsibilities

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

COMPETENCIES

1. Patient & Customer Focus
2. Ethical Conduct
3. Flexibility
4. Initiative
5. Personal Effectiveness/Credibility
6. Stress Management/Composure

QUALIFICATIONS

Required

• Previous customer service experience, telephonic or face-to-face.
• Comfortable with discussing insurance coverage and financial responsibility with patients.
• Able to work in a fast-paced environment with strong attention to detail is essential.
• Familiarity of medical terminology
• DME knowledge
• Billing knowledge
• Phone Skills
• Problem Solving
• Customer Orientation and ability to adapt/respond to different types of characters
• Quality Focus
• Documentation Skills

REQUIRED EDUCATION/LICENSES/CERTIFICATIONS

• High school diploma or equivalent