Job Summary:

Under general supervision, the Customer Care Specialist is responsible for processing orders via phone or by way of written requests (e.g., mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.

The position will adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health, and Environment (SHE) which the role has responsibility.

Key Responsibilities:

• Receives, researches, and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.
• Processes orders, including payments, handles escalated issues, tracks shipments, and invoice explanation.
• Completes insurance preauthorization’s and verifications as needed
• Evaluates information to determine if feedback constitutes a complaint.
• Relates relevant insurance coverage information to end user.
• Completes triangle of communication between end user, referral source and sales representative.
• Guides complaint resolution to ensure that proper and satisfactory closing is obtained.
• May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
• Processes literature and lead requests as received from customers or field force representatives.
• Contacts new end users with relevant information about their prescription and order fulfillment.
• Researches customer inquiries and assures satisfactory completion.
• Tracks customer orders as requested.
• Acknowledges customer purchase orders.
• Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person.

Education:

• High School Diploma required; Associates or bachelor’s degree preferred. 

Years and Type of Experience:

• 1+ years of customer service experience analyzing and solving customer problems.
• Proficiency in Microsoft products
• High level capacity to multitask independently and on a computer
• Knowledge of Medical Terminology a PLUS
• DME (Durable Medical Equipment) customer service or billing experience a plus

Key Required Skills, Knowledge, and Capabilities:

• Strong written and oral communication skills; polished professional image
• High level of proficiency with MS Office, including Outlook, Excel, Word, and PowerPoint
• Claims submittal and posting experience by both local and national insurance plans
• Ability to maintain composure in difficult situations and relate well with others
• Ability to solve practical problems
• Well organized and able to communicate effectively to all levels of customers
• Attention to detail, demonstration of initiative and creativity and a willingness and aptitude for managing new projects
• Juggles multiple priorities with a positive attitude and the ability to solve problems independently    
• Analytical thinker and possesses the ability to seek out areas for improvement and offer solutions
• Solid working knowledge of Excel, Access and Reporting Tools
• Self-starter and able to work independently with little direction
• Highly collaborative and good communication skills
• Must live within 1-hour of our company location in Braselton, GA.