Customer Service Representative II

CUSTOMER SERVICE REPRESENTATIVE II

IMS is currently seeking a CSR for our Fairbanks office.The position is to help with our front retail section that handles all walk in customers, equipment setup, inventory stocking and ordering. It also includes completing insurance paperwork, processing prior authorizations with Medicaid, incoming prescriptions, etc. The majority of the time is spent face to face with customers or at a desk working on the computer or making phone calls to customers/insurance companies. Contact with patients will occur on a daily basis. Applicant will be trained to have hands on knowledge of equipment and demonstrate proper use of equipment to customers after verifying coverage of insurance. Must display outgoing, friendly, caring attitude and enjoy working with people in a team environment. Must have excellent attention to detail and be very organized. Must have good time management skills and be able to work under pressure due to emergency situations. The job requires the ability to multi-task in a fast paced work environment. Successful applicant will learn to verify insurance coverage, process all required medical paperwork from doctor and set up certain items (durable medical equipment). This will include both insurance sales and retail walk in customers. Training courses will be provided. Must be able to receive training and retain that training. A person with past patient care experience in CNA, PCA, medical office help, etc is preferred with the ability to handle our detailed paperwork requirements.Please FAX resume to 457-8488

ESSENTIAL FUNCTIONS * Talks with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance or changes in service. * Fills out order forms, determines charges and coverage for service requested, collects co-pays, and inserts data into information system. * Solicits sale of new or additional services. * Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. * Files and/or creates patient’s records. * Educates and trains new Customer Service Representatives. * Talks with dissatisfied customers and coordinates the correction of the complaint and ensures service recovery. Recommends corrective services to adjust customer complaints. * Performs advanced file maintenance on patient records and information system. * Assists insurance companies in selection of correct billing codes and equipment or service selection. * Assists in trade show or exhibit set-ups and attendance. * Attends local support groups for marketing measures. * Schedules deliveries, pick-ups, discontinuances, maintenance or changes in service. * Communicates with company’s customers that may be of various ages. * Participates in Improvement of Operational Performance (IOP) activities. * Participates in traditional and e-learning programs. * Works effectively with other company employees, managers, and departments. * Performs all job functions with Company Mission, Vision, and Goal Statements in mind.JOB REQUIREMENTS AND QUALIFICATIONS Education, Certificate, and Licensure High school diploma or general education degree (GED); three to six months industry related work experience and/or training; or equivalent combination of education and experience. No professional certificate or licensure required, although preferred.Math Ability Must demonstrate proficient ability to apply mathematical concepts such as basic algebra and geometry to such tasks as calculating figures and amounts, discounts, interest, commissions, proportions, percentages, area, circumference, and volume to practical situations.

Requirements Must demonstrate practical knowledge of computers and software applicable to the industry. Additionally, the applicant is expected to demonstrate the ability to quickly acquire knowledge of departmental program structure (Mission, Vision, and Goal Statements) and department policies and procedures. Must be able to work a flexible schedule, as needed, and have the ability to demonstrate effective time management skills while working independently with minimal supervision. Supervisory Requirements Must demonstrate proficient ability to mentor and provide proper instruction and training to Customer Service Representative I personnel.

JOB REQUIREMENTS AND QUALIFICATIONS (CONTINUED) Language and Communication Ability Must demonstrate proficient ability to foster professional working relationships utilizing strong interpersonal and communication skills organization-wide. Applicant must demonstrate the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations and effectively present and debate any assortment of information relevant to their area of expertise and designated responsibilities and duties with members of the Company and on behalf of the Company when appropriate. Additionally, the applicant must demonstrate the ability to write reports, business correspondence, and procedure manuals.Physical Demands Must demonstrate the ability to work in a standard office setting and use standard office equipment, which may include but is not limited to: computers, fax and copy machines, and other office supplies. Requires stamina to maintain attention to detail despite interruptions; strength to lift and carry files weighing up to 10 pounds; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the phone; manual dexterity to perform job functions and stamina to frequently sit for extended periods of time. Additionally, the employee is occasionally required to walk and lift and/or move up to 50 pounds. Reasoning Ability Must demonstrate proficient ability to understand, interpret, and apply an extensive array of complex mathematical instruction and information through analytical collection of factual data to produce logical solutions and/or conclusions where only limited standardization exists.Technology Skills Must demonstrate proficient ability and practical knowledge of personal computer use, word processing software, spreadsheet software, billing software, and accounting software. Additionally, the applicant must demonstrate the ability to quickly and proficiently learn to use company specific software programs and any other handheld or technology tools as required for completing job tasks.OTHER INFORMATION Must demonstrate proficiency and productivity in a fast paced environment with unscheduled interruptions while maintaining acceptable judgment, responsibility, and assumption for decisions, consequences, and results. Applicant must demonstrate good organization, time management, and communication skills. Occasionally an adjusted work schedule is required to accommodate company needs.This job description has been identified as having potential risk of occupational exposure to hazardous chemicals, blood, or other potentially infectious materials. During the performance of some job duties it may be required that the following personal protective equipment (PPE) be worn. * Eye and Face Protection * Gowns, Aprons, and Other Body Clothing * Hand Protection * N95 Respirator NOTICE The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.Please FAX resume to 457-8488

Job Type: Full-time

Salary: $17.00 /hour

Job Location:

• Fairbanks, AK

Required education:

• High school or equivalent

Required experience:

• Customer Service: 1 year

Job Type: Full-time

Salary: $17.00 /hour

Job Location:

• Fairbanks, AK

Required education:

• High school or equivalent

Required experience:

• Medical or Customer Service: 1 year