Customer Service Representative

Essential Duties and Responsibilities

• Ensure that all orders are processed in a timely and accurate manner with the appropriate paperwork completed; all orders must be entered into the system timely with all necessary documentation included and ready for billing upon delivery (or as allowed by authoritative and governing guidelines).
• Handle inbound and outbound phone calls in a timely and professional manner; respond to inquiries and calls with proper prioritization and within reasonable timeframe; ensure that interactions are documented in the patient (customer) account within the software.
• Monitor and process faxes and other sources of orders/referrals; enter and account for each in the software and ensure response/action is taken accordingly.
• Efficiently coordinate branch transactions (deliveries, pick‑ups, exchanges, returns, service, repair/maintenance) with appropriate staff (drivers, warehouse, liaisons, therapists, sales) and with patients (customers).
• Facilitate collection of patient balances for new and existing accounts; manage payment plans and recurring payments in order to produce desirable collection results for the branch.
• Contribute, both individually and as a team, to the achievement of operational, financial, and cultural performance goals for assigned branch location(s); be an advocate of management and a positive presence in the branch.
• Maintain current knowledge of and ensure compliance with company policies and procedures; stay current in medical billing practices, eligibility and insurance requirements, documentation requirements, and billing reimbursement.
• Develop and maintain working knowledge of products and services offered by the company, relevant governmental or regulatory requirements, and accreditation requirements.
• Maintain a high level of service satisfaction with patients and referral sources; maintain strong working relationships with branch staff and other employees.
• Ensure physical control and proper care of company assets, account for movement of physical assets within the software in a timely fashion.
• Maintain professional, polite, and respectful interactions with employees, patients/customers, referral sources, vendors; maintain professional appearance with clothing, grooming, and personal hygiene.
• Responsible for performing other duties as assigned by management.

• High school diploma or equivalent.

• Customer service experience preferred.
• Relevant healthcare or medical billing experience preferred.
• Knowledge of medical billing practices, eligibility and insurance requirements, and billing reimbursement.
• Commitment to service excellence and superior performance.
• Solid verbal and written skills.
• Proper phone and email etiquette.
• Manage time effectively.
• Able to multi‑task and complete all assigned tasks at quality levels and within deadlines.
• Organized and structured in carrying out responsibilities.
• Professionally postured in both behavior and physical appearance.
• Strong interpersonal and communication skills; respectful and polite in all interactions.
• Able to physically lift, carry, and move equipment.
• Efficient use of technology and software.

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. – 5:00 p.m. and on‑call rotations as assigned. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.