Customer Service Representative - Retail
Not Disclosed•Full-TimeOn-site
location_onI 75, Bagley Township, Otsego County, Michigan, 49734, United States
About Hart Medical Equipment
Hart Medical Equipment is a nationally accredited, premier provider of home medical equipment and supplies. We offer a full range of home care products and support services tailored to individual needs, striving to conduct our patient care operations with the highest standards.
About the Role
As the first point of contact for our customers, you will provide exceptional service in a fast-paced retail and call center environment. This role is vital for ensuring patients and their families receive the right equipment and support. You will engage in active listening to clarify needs, diffuse difficult situations, and maintain a positive, empathetic, and professional attitude during every interaction.
Once you have achieved competency approval, you will also assist in the bracing process. This includes examining and measuring patients to determine appliance needs, fitting and testing devices for proper function and comfort, and instructing patients on the use and care of orthoses, prostheses, and other medical devices. You will collaborate with physicians to formulate specifications and maintain accurate patient records.
Beyond direct patient care, you will manage equipment service requests from multiple sources, coordinate deliveries with dispatch, and ensure all insurance documentation and medical necessity verifications are handled correctly. You will also maintain the showroom and inventory, ensuring a clean and organized environment for our clients.
Hiring Process
Please note that by submitting an application, you agree to the terms of Hart's Application Acknowledgement and Agreement found at https://hartmedical.org/application-agreement.
Equal Opportunity Employer
IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability, genetic information, height, weight, marital or veteran status, or any other protected status in accordance with applicable federal, state, and local laws. We also provide reasonable accommodation for individuals with disabilities.
Work location
Work model: On-site
I 75, Bagley Township, Otsego County, Michigan, 49734, United States
Bagley Township, Michigan
Key Responsibilities
- check_circleExamine, interview, and measure patients to determine appliance needs and fit
- check_circleFit, test, and evaluate devices on patients, making adjustments for proper function and comfort
- check_circleCoordinate home equipment service requests with Dispatch for prompt delivery
- check_circleFollow policy and work instructions to ensure the Billing Department has correct paperwork for insurance
- check_circleMake sales or recommendations for products or services that complement client needs
- check_circleInstruct patients in the use and care of orthoses, prostheses, diabetic shoes, and mastectomy products
- check_circleEngage in active listening to confirm information and diffuse angry customers
- check_circleKeep the showroom and shelf inventory clean, rotated, and in order
- check_circleGreet customers and maintain a positive, empathetic, and professional attitude during interactions
- check_circleMaintain current knowledge on Medicare, Medicaid, and third-party payor sources for equipment
- check_circleVerify medical necessity, insurance coverage, and physician orders for all insurance-assigned services
Requirements
- verifiedHigh school diploma or general education degree (GED)
- verified6 months of relevant customer service experience preferred
- verifiedProficiency with computers
- verifiedStrong typing skills
Nice to Have
6 months of relevant customer service experience
