Customer Service Representative

Customer Service:

• Treats all patients, families, referral sources, doctors, vendors, and co-workers with dignity and respect.
• Consistently demonstrates courtesy to all clients and co-workers on the job.
• Consistently demonstrates proper phone etiquette, identifying company and self with each greeting answering the phone in 3 or less rings and minimizing the use of “hold”.
• Maintains strict confidentiality of the patient and client information.
• Demonstrates competence and knowledge in all work-related activities.
• Always acts professionally and efficiently, keeping personal phone calls and interactions at an absolute minimum.
• Displays ability to listen attentively and an eagerness to learn new skills.
• Willingly seek additional work when assigned tasks are completed.

Job Responsibilities:

• Processes orders through traditional and E Prescription delivery, updating the referral and patient with status throughout the process in the E Prescription platform.
• Verifies all necessary patient data, equipment and qualifying documentation, primary and secondary insurance data, appropriate diagnosis codes, physician data and referral source data.
• Enters patient data into billing software, including all the above information as well as the appropriate salesperson designation and order process.
• Performs Revenue Certification and/or Pre-Authorization activities prior to deliveries.
• Informs patients of co-pay responsibilities and explanation of rental or purchase information for the equipment/supplies delivered, prior to delivery.
• Verifies charge accuracy (types of sale, and pricing).
• Performs other duties as assigned by Management.

Performance Expectations: The Customer Service Representative: Synapse Employee (entry level) will be responsible for the competent and efficient performance of his/her assigned duties. He/she will always behave in a manner conducive to a positive working environment. When assignments are completed, he/she will willingly seek additional tasks.

Education and Experience Requirements: Minimum of high school diploma or equivalent. Requires competency in processing sleep therapy equipment orders and general DME knowledge.

Skills: Must possess a high level of skill in working with computers and various software programs. Must have good interpersonal relationship skills in working with superiors, referral sources, physicians and office staff, co-workers, and outside vendors. Must exhibit strong problem-solving skills, verbal and written communication skills.

Mental Applications: Must be able to plan and organize work for effectiveness and efficiency. Must be able to effectively respond to change of work assignment, multi-tasking, and frequent interruptions.

Accuracy: Must demonstrate a consistently high degree of accuracy in the accomplishment of daily activities and adherence to company policies and procedures.

Dexterity: Must have good fine motor skills and possess the necessary coordination and dexterity to operate company technology and systems as well as sit and stand for extended periods of time.

Computer Skills: Ability to utilize software solutions for data entry and analysis in addition to proficiency in Microsoft Office.

IT Equipment: Desktop Computer, Monitor, Desk Phone, Desktop Printer

Software Programs: Microsoft Office, Bonafide, Synapse, Five9, Nextiva, Zoho Sign, UKG

Training Required: Corporate, Customer Service, Bonafide, Company Specific Software

This job description does not imply, nor does it create, any type of employment contract between the employee and employer. Rather, this job description is a general summary of common tasks, duties and responsibilities that comprise the means of accomplishing this job’s purpose and objectives. All employees of the company are employed at will, are expected to be able to change productivity, and to handle other tasks or perform job duties as assigned by management. This job description may be updated at any time at the sole discretion of the company.