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Home Health Customer Service Representative

Job Title
Home Health Customer Service Representative
Job ID
784907
Begin Date
3/19/14
Duration
Location
Woodbury,  MN
Other Location
Description
Home Health Customer Service Representative
 
Source2 is looking for well qualified Home Health Customer Service Representatives in the Woodbury, MN area! This is a great career opportunity to work with in the growing healthcare industry!
 
JOB SUMMARY:

This position handles incoming calls and serves as a direct point of contact for customers and health plans, to provide information in response to inquiries about orders. 

Essential Duties 
  1. Troubleshoots equipment to resolve customer issues
  2. Verifies customer information to ensure prompt and accurate delivery
  3. Provides delivery schedule information
  4. Captures customer demographics to complete pending orders
  5. Responds to Health plan inquiries
  6. Records details of actions taken
  7. Processes refill request
 
Non -essential duties
 
  1. Faxes request to doctor’s offices
  2. Discusses equipment offered with callers
  3. Completes supporting paperwork and data entry as required
  4. Other duties as assigned
Above requirements and the following 
  1. Resolves complex customer inquiries
  2. Investigates and tactfully resolve escalated customer calls
  3. Directs requests and unresolved issues to the designated resource
  4. Processes orders
  5. Communicates and coordinate with internal departments 
 Above requirements and the following 
  1. Conducts training and refresher sessions as needed
  2. Attends and respond to representative over ride request and e-mails
  3. Records details of customer inquiries, comments and complaints
  4. Monitors attendance in Supervisor absence
  5. Effectively manages staff to meet or exceed service levels
  6. Analyzes transactions, correct patient records and adjust errors
  7. Deals directly with walk in customers to demonstrate product usage or provide DME equipment
  8. Monitors the quality of work produced by new and existing representatives 
 
QUALIFICATIONS
Levels  
Minimum  Qualifications Level I
  1. High school diploma or General Education Degree
  2. Required to uphold the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures.  Supports and participates in the mandatory Corporate Compliance Program training initiative on an annual or more frequent basis, as required
  3. Ability to type
  4. Prior Customer Service experience preferred
  5. Ability to document clear and concise notes
 
Level II
All of the above plus
  1. Previous experience working in a health provider or insurance environment is preferred but not required
  2. Minimum of one year customer service experience working in a fast-paced, ever-changing call center environment. 
 
 
Level III
All of the above plus
  1. A four year degree or equivalent work experience is required.
  2. Minimum of four years senior customer service experience working in a fast-paced, ever-changing call center environment. 
  3. Previous experience working in a health provider or insurance environment is required
 
 
 
 
                                        
 
Preferred Qualifications Additional certifications and qualifications:
 
  1. Prior healthcare or DME experience
  2. Bilingual English/Spanish skills highly desired
  3. Able to work flexible schedules including nights and weekends
  4. Communicate clearly both written and in speech
 
 ENVIRONMENT and COGNITIVE /PHYSICAL DEMANDS
  • Office environment
  • Ability to read, hear, speak, keyboard, and reason and problem solve
  • Ability to strictly adhere to schedule constraints and floor management
  • Requires prolonged sitting and telephone usage. 
  • Requires the use of office equipment such as computer terminals, telephones or copiers. 
  • Requires normal vision range. 
 
 
 
Must be able to successfully pass a background and drug screening.
 
 
Openings
1

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Univita Health is an Equal Opportunity Employer (EOE/AA) and participates in E-Verify. Univita Health will not discriminate in its employment and employment-related decisions against any applicant or employee based on age, race, gender, creed, religion, national origin, disability, marital status, covered veteran status, sexual orientation, status with respect to public assistance, membership or activity on a local commission, or any other characteristic protected under state, federal, or local law.

 
 
 
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