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Customer Care Representative

Irvine, CA

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Customer Care Representative

Job #684940518
Summary: Responsible for follow-ups with patients through the initial set up of the electrotherapy device and on a regular basis to promote product satisfaction and encourage continued use of the unit. This includes telephone, mail / email and processing of internet leads. Additional assistance with troubleshooting equipment failures over the phone will also be provided. Customer service calls will also extend to the distribution/shipping center, field sales representatives and technicians. Will also manage all complaints and register the complaints into the complaint data base system and work with QA to resolve. Also responsible for order entry in creating orders for re-rentals, purchases, and continuation of supply shipments as well as processing of the orders. This also includes the ability to understand insurance company guidelines for contracted payors, group health, managed care, workers' compensation, personal injury and/or governmental payor patient referrals; consistent with corporate policy and procedure. Medical documentation review/terminology and assisting in obtaining updated/current medical documentation from a physician's office as applicable. Will also perform insurance calls for benefit verifications and in completing the authorization submissions/process for all insurance types. Responsible for timely follow up and communication of benefit information to the patients, contracted payors, insurance companies, and attorneys as applicable. Essential Duties and Responsibilities: •Maintain on going communication with patients to inquire about product satisfaction, to encourage continued patient use of the medical device; as ordered by the physician, and to take orders for ongoing supplies for continued use of the device. •Creating/Entering and processing of orders for continued billing, replacement devices/warranty replacements and shipping of supplies. •Insurance benefit verifications, authorization submissions and timely follow up. •Interfaces regularly with Distribution, Field Sales Representatives, Patient Technical Services, and patients to follow up on supply deliveries, pick up of equipment, patient fittings, new orders, request for authorizations, renewal and purchase of rental equipment, and replacement of lost equipment. •Resolve incoming calls regarding patient concerns and issues including, but not limited to, trouble shooting equipment complications, insurance benefit information, authorizations, etc. •Routine processing and documentation of patient, physician, or insurance correspondence based on the time frame designated within policy and procedure and to perform clinical review of patients' benefits from the equipment. •Discuss insurance coverage, authorization process or payment options with patients. •Review and re-confirm that all medical records, prescriptions, etc. submitted with patient orders for appropriateness; to ensure they meet the company guidelines & payor standards for documentation of medical necessity for compliance, authorizations and reimbursement of services from the payor. •Develop proactive problem solving methods as they relate to Patient Care operations and/or Company processes •Review existing solutions to determine best methods for solving problems •Troubleshoot and resolve problems through all departmental processes •Maintain awareness of and compliance with the Patient Care department's performance standards, as dictated by the Department Supervisor/Manager •Maintain specialized, advanced knowledge of **MEMBERS ONLY**SIGN UP NOW***.'s product line to ensure effective patient setup, continued use and supply requirements, and troubleshooting. •Maintain advanced knowledge and proficiency in paper and computer systems as they relate to departments systems and hardware and/or software utilization •Act on and prioritize multiple tasks and complete projects on time •Modify procedures and methods, as needed, to complete assignments •Interpret and accept instruction, direction and coaching from direct supervisor •Handle internal and external communications with tact, diplomacy and discretion •Interface regularly with Care Advocacy Team, Sales, Distribution, and Billing departments to follow up on Patient coverage and referrals, etc. •Effectively present information and respond to questions from external customers, supervisors, leads, coworkers and other staff •Assists with other assignments or special projects, as required EDUCATION/EXPERIENCE •Experience in a call center environment or medical office setting with a high call volume is required •Knowledge of insurance company guidelines for contracted payors, group health, managed care, workers' compensation, personal injury and/or governmental payor patient referrals consistent with corporate policy and procedures is a plus. •Experience with durable medical equipment, troubleshooting, product knowledge is a plus. •Medical sales experience is a plus. •Bi-lingual in Spanish and English a plus •Proficient in software such as Word, Excel, PowerPoint and other standard MS Office Programs •Read and interpret general business periodicals, professional journal, technical procedures, or governmental regulations BENEFITS **MEMBERS ONLY**SIGN UP NOW***. is proud of the competitive suite of benefits and the variety of services and activities offered year-round to our employees and their families. From a wide choice of health and income protection plans to discounts for local entertainment and attractions, our benefit package provides choice, security, peace of mind, and work-life balance. • Health, Dental & Vision insurance • Employee Assistance Program • Life and AD&D Insurance • Paid Time Off • 401K Plan • Flexible Spending Accounts (FSA) • Health Savings Accounts (HSA) • AFLAC Elective Benefit Plans • Employee Referral Bonus Program • Recreational Discounts If you possess the required capabilities and the desire to work for a dynamic medical technology company, please use the Apply Link. **MEMBERS ONLY**SIGN UP NOW***. is an equal opportunity employer. Inquiries will only be considered applications if all steps of the applicant process are completed. For additional information visit our website at ~~~ No calls please.
Updated 06/13/2018
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