Hybrid DME Cust Service Associate at OrthoIllinois

Job Purpose:

The DME Customer Service Associate will work in the DME Store and will focus heavily on customer service, verifying insurance coverage, fulfilling prior authorization requests and ensuring referrals are approved by physicians. 

Primary Duties and Responsibilities:

● Greet walk-in patients/customers and answer phones

● Educate patients/customers on products available in the store

● Verifies insurance benefits

● Manages patient/customers’ accounts to ensure information is up-to-date and accurate

● Monitors and maintains retail inventory

● Obtains prior authorizations for procedures including by successfully completing the authorization process

● Coordinates schedules for the Orthotists/Orthopedic Technicians 

● Operate, balance and reconcile cash register

● Other duties as assigned

Competencies:

• Service:  We align our actions and decision making with the organization’s guiding platform keeping our patients at the center of all we do.

• Change Agent:  We support and contribute to positive change in the organization.

• Communication and Interpersonal Relations:  We communicate honestly and with compassion to build connections with our patients and each other.

• Effectiveness:  We take ownership of work, doing the right thing for our customer and doing it well.

Organizational Culture:

All OrthoIllinois employees focus on service by putting the mission, vision, and value statements into practice and using the guiding principles of Compassion, Respect, Trust, Integrity, Innovation, Education Fiscal Responsibility, Practice Independence, Accountability, and Empowerment to direct their interactions and decision making.  Employees promote and model the service standards to create lasting impressions, extraordinary moments, exceptional on-stage experiences, and meaningful and compassionate connections.    

Education and Experience Requirements:

● High School Diploma or GED

● At least one year of experience in a similar position and/or performing similar tasks

● Basic working knowledge of Microsoft Word and Google suites

● Previous experience with EMR system preferred

Environmental/Working Conditions: 

Working environment is in an office/clinic setting. Occasional work outside of business hours including evenings and weekends. 

Physical/Mental Demands:  

• Sit or stand for extended periods of time.

• Requires lifting, carrying and/or moving objects in a manner consistent with most office environments (generally, no more than 10 pounds on a frequent basis and 20 pounds on an occasional basis).

• Finger dexterity for typing on a keyboard and using a mouse for extended periods of time; ability to twist hands or wrists repetitively.

• Possess full range of motion in shoulders and arms, including reaching above or below the shoulder. 

• Vision (e.g., depth perception, color vision, strong vision up close).

This description is intended to provide only basic guidelines for meeting job requirements.  Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.