Customer Service Representative- Onsite

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Customer Service Representative in our Ontario, CA office to assist our customers with their telephone orders. The position has a set schedule, Monday through Friday, no nights or weekends.

The Customer Service Representative will support customers and sales team members, recording information in the system, place supply orders, and provide a world-class customer service experience.

JOB RESPONSIBILITIES:

• Create accounts to ship orders generated by incoming telephone calls, faxes, provider portals, physician emails, referral sources, and customers.
• Make outbound calls to customers, physicians, and referral sources to facilitate the customer onboarding and order shipping processes.
• Enter orders in the system in use in a timely manner ensuring compliance with SHC, and 3^rd party regulations.
• Attend to walk-in customers.
• Obtain support documentation and prior authorizations to ensure SHC compliance.
• Completes assigned 5-day callbacks to maintain customer satisfaction levels.
• Utilizing the system in use works the document requests screen and hold screen to ensure timely shipping of pending orders.
• Resolve customer challenges, communicate customer challenges to immediate supervisor for training, coaching, guidance, and procedural review.
• Attend and participate in weekly meetings.
• Upsell and cross-sell to meet customer needs.
• Maintain knowledge of quantity guidelines and 3^rd party requirements by learning and reviewing on a regular basis.
• Document all account interactions/activities in CSR notepad.
• Maintain product knowledge with respect to SHC offering.
• May be required to learn and understand tube feeding requirements and enteral feeding pump operation with a level of expertise in line with an individual's ability to train a patient in the absence of a Registered Dietitian to ensure successful hospital discharge and home use.
• May be required learn and understand enteral feeding pump trouble shooting processes to ensure functionality and timely justified replacement of enteral feeding pumps.
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

QUALIFICATIONS:

• High school diploma or equivalent
• 2+ years customer service experience, preferably in the healthcare industry
• Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
• Strong written and verbal communication abilities.
• Good decision making and problem resolution ability
• Knowledge of third-party billing preferred
• Strong organizational skills with the ability to manage multiple priorities and respond to changing business needs.
• A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.
• Bilingual preferred.

SALARY & BENEFITS:

• $20-21/hour
• Medical, Dental, and Vision
• 401(k) with Company Match
• Sick and Vacation Days
• Flexible Spending Account
• Life & Disability Insurance
• Education Assistance
• Employee Referral Program

PHYSICAL DEMANDS:

• This is primarily an office-based role with less than 10% of required travel. Travel may be to the corporate location to attend training.
• While performing the duties of this job, the employee is regularly required to sit, use a computer, keyboard, mouse, phone, and standard office equipment, and communicate verbally and in writing.
• The employee is frequently required to use hands and fingers to handle documents, operate office equipment, type, file, copy, scan, and perform other administrative tasks.
• The employee is occasionally required to stand, walk, bend, reach, stoop, or move within the office.
• The employee may occasionally lift, carry, push, or pull office supplies, files, meeting materials, or packages weighing up to 25 pounds.
• Specific vision abilities required for this role include close vision and the ability to view a computer screen, read documents, review data, and prepare written materials for extended periods.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the job.

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.