To service customers via inbound and outbound calls; including new customers on products and services, handling new patient enrollment and repeat order opportunities in a courteous, professional manner. Responsible for processing referrals from HCPs and other referral sources into CM database for order confirmations and shipment. Responsible for interacting with medical facilities and providers in an effort to collect medical record documentation; management of medical files, and scanning into customer accounts within the database along with verifying patients’ insurance benefits and documenting accounts accordingly.
Major Areas of Accountability
- Process leads from external departments to complete the necessary documentation within CM database
- Complete inbound and outbound telephone calls in response to the referral/customer inquiries as documented on the correspondence or HCP referral
- Organize and update customer records by reviewing and validating relevant information received about customers and loading it into the database
- Responsible for timely verification of medical insurance benefits for new and existing patients; existing customers with changes in insurance, and reactivated patients
- Note in each account a brief and clear summary of insurance information received from the insurance carrier.
- Review each medical record received for missing documentation; check physician’s notes for appropriate diagnosis to justify Comfort Medical’s service; verify that the correct person has signed all paperwork such as physician’s orders, and other documentation requiring signature.
- Ensure the correction of deficient documentation, and documentation requiring signature are received, and filed in the required period.
- Ensure accuracy of components within the files and scanning into the system when applicable.
- Research and resolve issues regarding a customer’s order; communicating with HCPs and insurance to gather relevant information and communicating the outcome to various stake holders where appropriate
- Complete and/or update all pertinent records in company database using Corporate Compliance Guidelines
- Establish and maintain effective knowledge of policies, procedures, and skills required to complete job duties
- Exceed Quality and Quantity Performance Standards
- Sets a positive example for co-workers by observing and adhering to all Departmental and Corporate Policies and/or Procedures
- Establish and maintain effective working relationships with customers and/or co-workers
- Skilled typing ability and knowledge of personal computers, hardware, software (ex. Microsoft Office Suite), and related applications and systems.
- Support the Department’s Leadership Team in achieving departmental goals by completion of tasks, continued training, etc.
- Available and flexible in scheduling to meet the changing business requirements of the position
- Responsible for following good housekeeping and quality procedures
- Follows and observes all safety practices
- Additional duties required as directed by departmental management team
- Occasionally, employees currently recognized as high performers through recent performance evaluations, or employees with current demonstrated productivity leadership compared to other employees on existing metrics may be asked to engage in overtime.
Basic Qualifications
- High school diploma or equivalent.
- DME Experience
- Minimum of one-year experience in a contact center.
- English/Spanish bilingual preferred.
- Willingness to engage in telephone direct sales.
- Ability to take initiative and work independently.
- Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Preferred Skillsets
- Ability to interpret instructions and guidelines to make decisions and take necessary actions.
- Ability to follow complex instructions and guidelines to specific problems arising in the work area.
- Ability to navigate between different computer systems.
- Ability to apply instructions and/or guidelines as appropriate in the performance of duties.
- Ability to maintain composure during stressful situations occurring because of workloads and/or deadlines.
- Ability to communicate effectively (verbal and written).
- Ability to determine work priorities.
Ability to work on one’s own initiative to achieve established goals and objectives
Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation!
Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Comfort Medical is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.
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