Customer Service Representative Lead - Medical Equipment

HR Health Care Patient Services Customer Experience Representative Lead supports patients, patient intake and operations processes by performing the duties below. The Customer Experience Lead shows organizational, time management, and communication skills to properly perform their tasks. Customer Experience Lead reports directly to Customer Experience Manager.

This is an onsite position located at our satellite office in San Leandro, California and supports 2 onsite Customer Experience Representatives. Position reports into our Woodstock, GA office management team.

• Manages New Customer Intake to ensure prompt processing of new referrals.
• Utilizes Brightree Software and CRM to ensure all relevant information is recorded properly for delivery and insurance processing.
• Manages Customer Re-orders to ensure prompt delivery of patient products.
• Each Customer Experience Lead will be expected to maintain a patient load of approximately 50-150 patients to confirm their initial order was correct and they are ready to place re-orders.
• Once CEL has properly established patient re-orders they will utilize their team of CERs to process continued re-orders.
• CEL will be responsible for conducting daily Pod Stand Up meetings.
• These meetings are designed to create open communication between CEL, CERs, MRS, and TMs.
• Each meeting will be no more than 30 minutes and address all open scripts and issues with each TM.
• Manages reviewing initial patient file to ensure all documents are present and up to date prior contacting the patient. Documents include prescriptions, medical records, patient handouts, and Prior Approvals.
• Should any document not be in compliance, CER will communicate with MRS and TM to ensure timely receipt of all required documentation and send samples to patient..
• Once Documents are reviewed, the CEL will contact the patient to enquire about the need for initial order.
• CEL will confirm all products that are needed, the quantity the patient has on hand, whether or not the patient is in an active Home Health episode, confirm any address or insurance changes prior to order.
• After confirmation of Order, the CER will complete the Sales Order, and Purchase Order, and confirm the order has been sent to the appropriate fulfillment agent.

• High level of verbal communication skills required