Customer Service Rep Bilingual

Description Shift:  Days

Hourly/Salary:  Hourly

Scheduled Work Hours:  Monday - Friday 9:00AM - 6:00PM; Saturday as needed 9:00AM - 3:00PM

Regular/Temporary:  Regular

Principal Function: Answers inbound calls and makes outgoing calls to and from new and existing patients as well as physician offices and internal departments in order to facilitate the work process. Essential Duties: (Includes the following. Other duties may be assigned)1.Takes inbound calls answering phone on the first ring and be immediately prepared to assist patient with minimal hold time. Speak in a clear, concise, confident and consistent manner.2.When necessary, makes outbound calls to obtain required information.3.Determines documentation required to ensure the successful delivery and billing of supplies. 4.Completes assigned workflow, and accurately enters all data into the computer system.5.Determines conditions preventing the successful delivery of correct supplies. 6.Makes appropriate adjustments and relays information to appropriate parties. 7.Confirms appropriate documentation is in patient's file and reviews the contract’s guidelines before releasing supply order.8.Regularly contacts patients and determines patient's present inventory of supplies before each scheduled shipment of supplies to assess compliance with physician's recommended therapy and/or the need for an adjustment in a shipment of supplies. 9.Adjusts system for changes in quantity or content of scheduled supply shipments. 10.Analyzes and interprets insurance benefit information and effectively and clearly communicate this information to the patient. 11.Uses all available resources in assisting patient, doctor’s office, and/or insurance companies by giving correct and appropriate answers to questions regarding the patient account, when determining required documents, procedures, guidelines, time frame, in the shipment or billing of patient order. 12.Refers to resources in ensuring proper guidelines are followed for insurances requiring special services for their patients. 13.Refers billing or reimbursement questions to the designated Department for investigation.14.Research new items requested by patient. Understands the feature and benefits of products to determine the best options for them. 15.Actively listens to patients concerns and needs to determine the services needed to ensure proper handling of account.16.All duties are performed efficiently and productively while maintaining quality patient service.17.Responsible for researching and resolving patient issues to ensure retention of patient and client satisfaction.Behavioral Standards1.Adherence to all Company and departmental Policies and Procedures 2.Maintain knowledge of current diabetic product; stay up-to-day on product knowledge. 3.Meets the standard transaction time requirements for job function. 4.Expects to be on time and ready to begin their work at the start of their shift. 5.Must adhere to the seven New Order/Re-Order (NORO) elements as required by the Witness system6.Attend mandatory training and product-related in-services and continue education7.Establishes and maintains effective and professional working relationships with customers and/or co-workers at all times. 8.Observes and follows all safety practices

Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.General Qualification:1.Excellent Communication and interpersonal skills2.Ability to learn and utilize the applications needed to perform daily job functions and assign work flow to other Organizations to handle patient needs efficiently.3.Must be bilingual (English/Spanish)Education/Experience:High School Diploma or General Education Degree (GED); and three to six months experience in customer/patient services, insurance billing, or Physician Office. Some post High School Education, such as but not limited to Trade School or Community College preferred.Computer SkillsRequired: General computer skills are required such as Typing, Word, Excel, Email, and Internet.Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in, one-on-one, and small group situations to customers, clients, and other employees of the organization. Utilize effective grammar, vocabulary, and speech to communicate on verbal and written basis as required. Mathematical Skills: Ability to add, subtract, multiply, divide, and use whole numbers, common fractions, and decimals. Ability to compute rate, frequency, and percentages. Basic accounting and reconciliatory skills.Reasoning/Ability:Ability to apply understanding and logic to defined situations. Ability to calculate figures, collect data, establish facts to arrive at valid conclusions. Ability to interpret instructions and consider abstract and concrete variables within a given situation. Attitude: Must have a cooperative attitude. Ability to relate to and accommodate a variety of personalities and knowledge base levels. Must be a team player and mentoring in spirit and attitude. Ability to communicate a positive and progressive attitude. Posses a professional presence and demeanor at all times. Physical Requirements: Able to sit for extended periods of time. Able to use keyboard and mouse while completing assigned tasks. Bend and reach with hands and arms occasionally. Able to lift and carry up to 25 pounds occasionally.Work Environment: The noise level is typical moderate noise (examples: Business office with computers, printer, and light traffic).About LibertyOver the past 18 years, more than a million people have relied on Liberty Medical for home delivery of their healthcare products. At Liberty, we are dedicated to quality products and real, personalized service for all our patients. We believe that if we can help people better manage their diabetes, they can have more time to focus on living their lives. Liberty works with over a million diabetes patients, giving them the tools and support to manage their diabetes. In addition to Diabetes Supplies, Liberty also offers Pharmacy Products and medical specialty supplies. Liberty is a proud sponsor of the American Diabetes Association.BenefitsLiberty offers a comprehensive benefits package which includes medical, life, dental, vision and supplemental insurance coverage, vacation, a generous holiday schedule, tuition reimbursement, an employee stock purchase plan and a 401(k). The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to successfully perform the job. This job description may be amended at any time at the discretion of the company, with or without reason and/or notification.Liberty is a drug free workplace and an equal opportunity employer.