Summary:

The Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service. 

Essential Functions:

• Handles incoming and outgoing calls with members, caregivers, doctors and other outside providers regarding members’ accounts and product needs.
• Accesses and enters data in member accounts following HIPAA guidelines.
• Verifies insurance following established verification processes.
• Creates documentation to ensure supplies are shipped per insurance guidelines. 
• Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
• Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
• Makes suggestions for process improvements.

Position Type:

This is a full-time position with a regular 40-hour work schedule Monday -Friday day shift.

Required Education and Experience:

• High School Diploma, GED, or equivalent experience.

Preferred Education and Experience:

• 2+ years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.
• Previous experience requiring clear and calm communication by phone.  
• Previous experience requiring the ability to effectively use computer system and maintain good records.  

Other Duties:

All other duties as assigned by management.