Customer Service Representative Trainer
- Menomonee Falls, WI
- Permanent
- Full-time
Overview and ResponsibilitiesJob SummaryWe are seeking a dedicated Training Customer Service Representative to join our team. In this position, you are responsible for training all new team members in the Wound Care Division and ensuring that those members meet the standards set forth by management.Essential Job Duties and Responsibilities(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. 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.)
- Brings ideas for process or efficiency improvements to supervisor
- Builds relationships with locations, field management, patients and referral sources
- Certain functions require outbound calling and data entry
- Conducts insurance verification and eligibility for services/products
- Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
- Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
- Develops and maintains working knowledge of current products and services offered by the company
- Maintains accuracy and quality control throughout patient contact and data input
- Answers the phone and receives faxes, collecting patient and referral source information, inputting data into Brightree, assembling charts and processing paperwork
- Prepares complete and accurate files for Billing Department
- Assist in processing initial orders and resupply orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
- Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
- Provides product/service information by answering questions, offering assistance
- Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
- Reports Directly to Training manager on progress of new team members
- Works with Training Manager to develop and enhance training methods and practices
- Works primarily to educate new team members on Rotech processes and procedures
- Works extensively with Brightree system
- Performs other duties as assigned
- Background investigation (company-wide)
- Drug screen (when applicable for the position)
- Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
- High school diploma or GED equivalent, required
- General warehouse and inventory management experience, preferred
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME), preferred
- Medical terminology, preferred
- One year of related work experience, preferred
- Ability to troubleshoot and repair all types of equipment
- Accurately perform simple mathematical calculations
- Effectively communicate in English; both oral and written
- Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
- Maintain confidentiality, discretion and caution when handling sensitive information
- Multi-task along with attention to detail
- Self-motivation, organized, time-management and deductive problem solving skills
- Work independently and as part of a team
- Email transmission and communication
- Internet navigation and research
- Microsoft applications; Outlook, Word and Excel
- Office equipment; fax machine, copier, printer, phone and computer and/or tablet
- Lift and carry equipment at times
- Ability to lift and repair all types of equipment including but not limited to Hospital Beds, lifts, wheelchairs and other types of Durable Medical and Respiratory Equipment
- Requires sitting, walking, standing, talking and listening
- Requires close vision to small print on computer and/or tablet and paperwork
- Generous paid time Off and paid holidays
- Overtime pay for non-exempt hourly positions based on business needs
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable for the position)
- Telephone reimbursement (when applicable for the position)
- EAP
- 401k, HSA and FSA/Dependent Care FSA
- Medical, Prescription, Dental and Vision
- Life Insurance, Disability, Accidental death, Identity protection and Legal services