About the role
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, M - F, 8:30 - 5
Location: Lansing, MI
Hart Medical Equipment offers a competitive salary and benefits package. EOE
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.
* Greet customers and maintain a positive, empathetic and professional attitude during interactions. * Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed. * Assists all internal and external customers in a professional manner. * After competency approval, complete bracing as needed including: * Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit. * Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort. * Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable. * Maintain patient records. * Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices. * Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services. * Coordinates home equipment service request with Dispatch for prompt delivery. * Acquire and retain strong production knowledge in order to provide customers with product and service information. * Keeps the showroom and the shelf inventory clean, rotated and in order. * Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed. * Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment. * 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. * Making sales or recommendations for products or services that may complement client needs, as applicable. * Other duties as assigned by management.
Education and/or Experience * High school diploma or general education degree (GED). * 6 months 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.