Customer Service Representative

Job Summary

The Customer Service Representative assists customers in the storefront, home setting and clinical environment. This position oversees the storefront as well as supports the other departments within Yorhom. Demonstrates current knowledge of operation of equipment, and educates patients as needed. The Customer Service Representative maintains current knowledge of processes and third party payers.
Essential Job Functions
Provides initial instruction to patients regarding proper use and care of medical equipment items in the home setting and documents. Provides visits and/or assistance to Home Respiratory patients as requested, troubleshoots when equipment problems occur and documents all interactions.

Conducts inventory and stocks consignment supplies and equipment and ensures orders received for new equipment set ups are carried out in a timely manner. Carries out routine environmental cleaning in the store, stocks supplies daily.

Initiates and completes all paperwork, including admissions, education and set up. Prepares charts for daily appointments. Obtains signed orders from physician for any changes or discontinuation of orders.

Coordinates deliveries, pick-ups, re-supply and mail outs as needed.

Balances cash register receipts, prepares reconciliation report and routes the report to accounting. Provides input and maintains current knowledge related to trends in third party reimbursement for medical equipment and supplies.

Performs other duties as assigned or needed to meet the needs of the department/organization.

• Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
• Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
• Demonstrates knowledge and understanding of and compliance with:
  • All pertinent safety, health and environmental policies, procedures and guidelines.
  • Working safely, without causing harm or risk to self, others or property.
  • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
  • The use of all safety equipment and personal protective equipment.

Driving Requirements

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Education & Experience
Degree/Diploma

Program of Study

Required/Preferred

Experience

Required/Preferred

A minimum of 1 year of related experience

Required
Knowledge & Skills
Title

Required/Preferred

Demonstrates excellent customer service skills.

Required

Physical Demands
Frequency 8 Hour Shift 10 Hour Shift 12 Hour Shift Rarely (1-4%) 1-19 min 1-24 min 1-29 min Occasionally (5-33%) 19 min-2.6 hrs 24 min-3.3 hrs 29 min-3.9 hrs Frequently (34-66%) 2.6-5.3 hrs 3.3-6.6 hrs 3.9-7.9 hrs Continuously (67-100%) 5.3-8 hrs 6.6-10 hrs 7.9-12 hrs

Activity

Frequency

Sit

Frequently (34-66%)

Stand

Occasionally (5-33%)

Walk

Occasionally (5-33%)

Stoop/Bend

Occasionally (5-33%)

Reach

Frequently (34-66%)

Climb

Rarely (
Crawl

Rarely (
Squat/Crouch/Kneel

Occasionally (5-33%)

Twist

Occasionally (5-33%)

Handle/Finger/Feel

Continuously (>67%)

See

Continuously (>67%)

Hear

Continuously (>67%)
Weight Demands
Activity

Amount

Lift - Floor to Waist Level

Light (10-20 pounds)

Carry

Light (10-20 pounds)

Push/Pull

Light (10-20 pounds)

Slide/Transfer

Not Applicable
Working Conditions
Condition

Frequency

Indoor

Continuously (>67%)

Outdoor

Not Applicable

Extreme Temperature

Not Applicable