Positions Location: Lansing, MI
General Purpose of Job:
Responsible for supporting Customer Service goals and objectives by interacting directly with customers to meet their needs, relay information, provide instruction, verify insurance coverage and resolve inquiries and issues.
This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
Responds to incoming telephone inquiries from customers who wish to place orders or have referrals.
Acts as primary contact to walk-in customers and meets their needs in a professional manner.
Completes orders by selecting the appropriate product from shelf or, if product is not readily available, contacts a Warehouse Technician for assistance.
Verifies customer's insurance coverage and ensures related documentation is complete.
Inputs customer and insurance information into Sparrow Medical Supply database system.
Makes outbound telephone calls to resolve inquiries and issues regarding insurance coverage and to obtain authorizations.
Instructs customer on appropriate use of equipment, if applicable.
Performs basic fittings (e.g., knee braces, wrist braces, diabetic supplies, tennis elbow braces, soft neck braces)
Seeks supervisory assistance to resolve complex customer issues.
Becomes skilled at and possesses complete understanding of all Level 8 tasks, as required.
General understanding of product, prices and location.
Maintains showroom and product shelves in neat and orderly fashion.
Performs cash register sales, runs credit card machine and processes payments on account.
Educates customers on Patient/Client Bill of Rights and Responsibilities of the Patient/Client and, if applicable, ensures customer is advised of payment due.
Adheres to Corporate Compliance Policies, including but not limited to current Medicare guidelines.
General Requirements Candidate must score 80% or higher on Call Center Customer Service and Customer Service Mindset tests Work Experience Customer Service experience in medical supply or other health care environment preferred Education High school diploma, GED or successful completion of 12 grades combined with continued enrollment in early college program Specialized Knowledge and Skills Demonstrated knowledge of database software programs; data processing experience. Good math and organizational skills necessary. Excellent communication skills, both verbal and written. Familiarity with ICD 10-coding, HCPCS and medical terminology preferred Demonstrated people-sensitive characteristics with a genuine desire to help others
Must also score 80% on Logical Reasoning - Decision Making and Office Management Skills assessments.
Sparrow Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
Activation Date: Tuesday, July 13, 2021
Expiration Date: Wednesday, December 1, 2021
Sparrow Health System