Customer Care Representative 2 DATE: January 1, 2011
REPORTS TO: Customer Care Supervisor JOB STATUS: Non-exempt
The Customer Care Representative (Level 2) interacts with patients, caregivers, medical professionals and internal business units to provide service in one or more of the following functional areas: Inbound Calls, Travel Desk and Pharmacy Compliance. Individuals in this role must maintain a strong applicable knowledge of respiratory products, services and related procedures in order to accurately respond to inquiries received via email, fax or that arise during routine calls. Maintaining confidentiality and all other aspects of HIPAA compliance are essential in this job. Customer Care Representatives at this level may be assigned any combination of the responsibilities listed below:
DUTIES & RESPONSIBILITIES:
Routinely contact pharmacy or oxygen customers by phone to answer general service questions and to inquire about the need for additional supplies and medications.
Respond to incoming calls from multiple parties and redirect for resolution when necessary.
Process orders for equipment, supplies or medication refills; follow up with patients to confirm delivery.
Complete daily assignments including reporting, research and call logs.
Prepare postcard prescription reminders.
Identify potential regulatory problems with equipment usage and perform basic troubleshooting measures.
Perform data entry tasks resulting from non-billing delivery tickets, supply/prescription orders, equipment requests and returns, patient care plans or other documentation; verify compliance information and record results in the appropriate systems.
Provide support for patient care centers, the pharmacy and other internal departments by promptly addressing concerns and communicating with field employees or business partners via phone or email.
Arrange for traveling patients to receive Portable Oxygen Concentrators (POC’s) and related accessories; calculate and communicate rental fees.
Coordinate the overdue equipment retrieval process and approve the extension of rental periods.
QUALIFICATIONS & EXPERIENCE:
Must convey excellent customer care attitude with compassion for the patient, strong phone etiquette ability and good written and verbal communication skills.
1 to 2 years previous customer service experience and high school diploma/GED required.
Ability to multitask and complete large volumes of calls and/or emails in a centralized environment.
Microsoft Office proficiency and data entry skills are required.
Problem solving abilities and strong attention to detail is a must.
Availability to regularly work flexible schedules, including some overtime and weekends.
Bilingual Spanish/English skills are a plus.
Job will require occasional lifting of up to 25 pounds. Approximately 35% of the work day will be spent walking and 65% sitting. Approximately 10% of the entire time may require bending and stooping. Keyboarding is regularly performed 50% of the total time with some 10-key calculations.
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