Customer Service Respiratory Coordinator

Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.

Status: Full Time

Location: Southfield, MI

Hart Medical Equipment offers a competitive salary and benefits package. EOE

Customer Service Respiratory Coordinator

SUMMARY: Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Assists all internal and external customers in a professional manner.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Greets Customers as they enter the location and coordinates Respiratory patient check-ins and relays information to the clinical team.
• Assists customers & clinicians with AutoPay setups, Mask Refits, PAP SD Card downloads, order entry, etc.
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
• Handles all high-tech respiratory orders (i.e. Ventilators, Tracheostomy Setups, Airvos, Continuous Pulse Ox Orders, Apnea Monitors, Cough Assists, etc.)
• Coordinates the Clinical Team schedules as it relates to in-home or discharge setups.
• Coordinates home equipment service request with Dispatch & Clinical for prompt delivery.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Provide customers with product and service information.
• Maintain current knowledge on Medicare, Medicaid and third party payor sources for equipment.
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services.
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• Understanding and striving to meet or exceed department metrics while providing excellent customer service.
• Works closely with the Clinical & Sales Managers to meet the needs of patients/referrals.
• Other duties as assigned by management.

SUPERVISORY RESPONSIBILITES
This position has no supervisory responsibilities.

QUALIFICATIONS
To perform this job successfully, an individual must be professional, proactive and positive with
internal and external customers and coworkers. The requirements listed below are representative
of the knowledge, skill, and/or ability required.

Education and/or Experience
• High school diploma or general education degree (GED).
• Two years of relevant customer service experience preferred.

Skills & Abilities
• Excellent interpersonal, written and oral communication skills.
• Customer service orientation
• Attention to detail
• Good data entry skills
• Proficiency with computers, with strong typing skills
• Ability to work in a fast paced environment.

Language Skills
Proficient English (verbal, written). Second language encouraged.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure using a calculator.

Analytical & Problem Solving Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral,
or diagram form. Ability to deal with problems involving several concrete variables in
standardized situations.
 

CERTIFICATES, LICENSES, REGISTRATIONS
None

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear.
Call Center/PAP/Supply departments require frequent seating behind a computer with frequent
typing. The employee is occasionally required to stand and walk. The employee must
occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by
this job include close vision. All employees are required to work in a safe manner.

WORK ENVIRONMENT
The work environment described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

Office environment for Call Center/PAP/Supply/Stock & Bill departments. Retail store for retail
departments. Noise is moderate.

TRAINING
Orientation and selected courses must be completed in the designated time frame.

ADDITIONAL QUALIFICATIONS
None