Customer Service Representative

Description Shift:  Mid-shift

Hourly/Salary:  Hourly

Scheduled Work Hours:  M-F 11am - 8 pm with Saturdays required. One day off during the week (Tues, Wed, Thur or Fri); Saturday 9AM -3PM

Regular/Temporary:  Regular

Principal Function: Answer inbound calls and process them appropriately, and qualify new enrollments based on their eligibility. Make outbound calls as required to facilitate work flow.Supervisory Relationships Essential Duties: (Includes the following. Other duties may be assigned)1.Take 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.Obtain patient demographics (which include but are not limited to name, address, phone number, date of birth, testing times, email address, etc.) and manually enter all necessary fields into HBS computer system. 3.Qualify leads to determine patient’s insurance type and guidelines while referencing Health Plan Information Database and other department/third party systems. 4.Interpret patient’s insurance coverage to determine Liberty’s ability to assist them. 5.Hold information into two different systems for verification of insurance benefits.6.Verify eligibility with contracted insurance plans via internet or telephone.7.Obtain physician name and if not in HBS system obtains all other physician contact information.8.Confirm patient’s first order, Test Strip brand, Lancet brand, Control Solution brand, Monitor battery type, and if newly diagnosed educate patient on monitor specifics and eligibility guidelines.9.When applicable, gather Insulin Pump and reservoir model and infusion set preference, sterile dressings, insertion device, and other accessories for shipment of these items.10.Contact new patients with coverage details based on verification of insurance given during initial enrollment.11.Categorize and record all tasks performed with each patient interaction in Productivity Log in an accurate manner12.Up-sell control solution, batteries, lancing device, pump supply accessories and all other profitable products subject to insurance restrictions.13.Make outgoing calls to potential patients that have mailed in a contact card or who have submitted inquiries via the website.14.Make outreach calls to existing that have submitted inquiries via the website.15.Contact physician office for all necessary requirements including but not limited to verbal approval for supplies, insurance referrals, doctor referred Patient Information Forms requiring additional information.16.Regularly contacts patients for their current inventory of supplies and adjusts shipments based on patient’s needs and physician’s recommended therapy.17.Follow-up with patient based on patient request for call back on Interactive Voice Response system and returned Re-order calls.18.Process patient orders obtained by either direct contact with patients, Next Eligible Order Authorization, IVRs or Re-order Cards in an accurate manner.19.Make any necessary adjustments based on insurance guidelines and doctor recommendations and process order.20.Enter data into HBS from Patient Information Forms and Meter Pack Program Forms faxed by physician’s office.21.Fill and label envelopes with required forms and information based on patient’s insurance plan.22.Fill out patient forms and invoices, determines changes for supplies ordered and enters all information into computer system(s).23.Deliver filled labeled envelopes to the Shipping Department for distribution in patient packages. 24.Refer billing or reimbursement questions to the designated department for investigation.25.All duties are to be performed efficiently and productively while maintaining quality.26.Additional duties required as directed by the Team Leader, Assistant Manager or Manager.Behavioral Standards1. Must adhere to the seven New Order/Re-Order (NORO) elements as required by the Witness system2. Must meet and exceed daily average invoice goals and monthly budget3.Attend mandatory training and product-related in-services and continue education4.Establishes and maintains effective and professional working relationships with customers and/or co-workers at all times. 5.Stay up-to-day on product knowledge.6.Meet the standard transaction time requirements depending on particular job duty.7.Observes and follows all safety practices8.Adheres to company policies and procedures

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.Education/Experience:High school diploma or general education degree (GED); and three to six months customer service experience and/or training; or equivalent combination of education and experience.Computer SkillsRequired: General typing skills and knowledge of MS Word and Excel, Email and Internet 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 mange 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). Liberty is a drug free workplace and an equal opportunity employer.