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Customer Service Representative

About Joerns
Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.
Benefits
At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.
Position Summary
The Customer Service Representatives primary responsibility is to respond to inbound calls or emails in a call center. Make outbound calls as necessary to resolve customer issues. This position requires maintaining relations with a variety of customers /clients.
Major Duties & Responsibilities
Maintain a working knowledge of Joerns HealthCare products and services offered to clients/companies
Receives all incoming calls from customers needing delivery or service
Process order, schedule delivery and / or pick up via phone or web portal orders
May conduct follow ups with facilities and staff
Collect, screen and evaluate information to identify and pursue opportunities, which improve all aspects of patient care and services, thereby increasing client satisfaction
Accurately track and record data used to identify patient orders and outcomes
Resolve problems regarding documentation issues and may assist in researching and resolving discrepancies
Expected to grow knowledge base during and post new hire training for different customer programs
Provide daily logs and necessary paperwork to fulfill daily practices
Remain familiar with Medicare/Medicaid and other insurance guidelines, realizing the effect they have on the referral sources
Maintain client confidentiality in accordance with all state and federal regulatory standards, nd for the dignity and respect of the patient
Follow HIPPA guidelines.
Work with all Supervisors and / or Managers to understand Team Key Performance Indicators such as Service Level, Cycle Time or Customer Satisfaction
Held accountable for individual performance indicators such as Contacts Per Hour, Handle Time, Talk Time, After Call Work Time
Ability to work extended hours based on business needs when necessary
All employees are required to attend education workshops on excellent customer service, review pertinent industry literature, attend in-services on new product(s) and technology when provided, and avails self of audio and videotapes for additional training
Required Education
High School diploma or equivalent
Required Skills & Experience
Must be dependable to adhere to schedule, be on time to work and follow through with customers
Excellent written and verbal communication skills and proficient with use of computer and software applications including MSWord, MSExcel
Ability to read and comprehend simple and sometime complex instructions, short and long correspondence, and memos
Ability to write simple and complex correspondence
Ability to present information over the phone clear and concise.
Preferred Skills, Experience & Education
Experience with multi-product industry call center highly preffered
Experience in healthcare industry (DME, wound support surfaces) is very helpful
Ability to deal pleasantly, patiently, and effectively with customers and co-workers
Strong communication skills with the capacity to make independent decisions
Experience using a computer, and have excellent organizational skills
Very detail oriented
Joerns Healthcare is an Equal Opportunity Employer
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