Job Description

JOB SUMMARY:
The Carle Medical Supply Customer Service Flex provides retail and home delivery service to the customers of Carle Medical Supply. Represents CMS as a leader in home medical equipment products and services through equipment education to customers to enhance the growth and development of Carle Medical Supply. This position has on-call rotation.

EDUCATIONAL REQUIREMENTS
None Required

CERTIFICATION & LICENSURE REQUIREMENTS
Driver's License

EXPERIENCE REQUIREMENTS
One (1) year experience Customer Service Home Delivery. One (1) year of experience in customer service or home delivery.

SKILLS AND KNOWLEDGE
Must have good customer service and interpersonal communication skills. Strong computer skills. Good written and oral communication. Independently motivated and able to work with little supervision. Must have a good driving record.

ESSENTIAL FUNCTIONS:

• Deliver and set-up equipment and supplies and provide efficient and effective instructions to clients being discharged from hospitals, nursing homes, and other medical care facilities. Collect appropriate signatures and authorizations from customer.
• Completes documentation per regulatory requirements and/or department policy.
• Provides equipment repair services as authorized and qualified. Maintains accurate repair reports for all equipment repairs.
• Accurately prepare service orders for delivery/pick-up.
• Responsible for assigned vehicle, including daily pre-trip inspection, schedule for routine preventive maintenance service, appearance and cleanliness, and basic on-board stock.
• Completes all patient assessment and concentrator checks in a timely manner, letting immediate supervisor know if they cannot contact a patient.
• Ensures warehouse is clean, organized, and meets all regulatory standards and regulations.
• Answer telephone, take and deliver messages according to department communication standards.
• Assist with coordination of delivery, set-up, and pick-up of equipment, supplies, and services with the service technicians.
• Maintains an advanced understanding of third party payor guidelines, especially Medicare B.
• Prepare and submit all paperwork and reports as required by Carle Medical Supply policy.
• Resolves Customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.
• Suggest, develop, and promote new products or services of benefit to Carle Medical Supply customers.
• Verify insurance coverage and communicate to patients their financial responsibility if any.
• Responsible for maintaining patient assessment files per regulatory requirements and ensuring that they are completed in a timely manner. Keeps management informed of customers who cannot be reached.
• Works with provider offices to ensure a good working relationship by providing education and presentations with provider offices and nursing departments on insurance rules and regulations.
• Cleans and stores rental equipment.
• Orders and maintains no more than a 30-day supply of parts for rental equipment via the transfer form.
• Assists materials management coordinator with warehouse functions as requested, such as receiving, stocking, and shipping.
• Assist in customer service in all branch location.