Customer Service Representative Position Available In Manatee, Florida

Customer Service Representative 3.3 3.3 out of 5 stars 6015 31st Street East, Bradenton, FL 34203

Job Summary:

The role of Customer Service Representative (CSR) will serve as a key point of contact for our customers, ensuring a smooth and supportive experience throughout their journey with Hoveround. Responsibilities include handling new customer intakes, coordinating doctor appointments, and reviewing documentation for accuracy and completeness before submission to the insurance department. The CSR will also address customer inquiries, resolve complaints, and provide timely, empathetic support to ensure customer satisfaction and operational efficiency.

ESSENTIAL FUNCTIONS

Makes all outgoing calls according to team guidelines and telemarketing regulations. (e.g., assigned leads, time zone consideration, call quality, call control, call length) These calls may be monitored. Answers all incoming calls within team guidelines (e.g., speed to answer, call quality, etc.). These calls may be monitored. Gathers and/or confirms all intake survey information necessary to move forward with the process. Contacts physician’s office to verify patient information and follow up on required paperwork according to Medicare guidelines Contacts patient with a future office visit and/or missed office or PT/OT office visit to explain the process and necessary information required by patient’s insurance company to obtain a Hoveround. Reviews billing and service notes to determine proper medical documentation needed. Prepares Certificate of Medical Necessity (CMN) packet and Company brochure for distribution to appropriate physician’s office Follows up according to established procedures to confirm receipt of package and/or faxes and develops relationship with physician’s staff for return of requested form Contacts physician’s office by telephone to verify patient information and follow up on required paperwork according to Medicare guidelines. Demonstrates high quality in calls and documentation of patient records (e.g., outcomes, notes, action dates, etc.). Records may be audited. Faxes and/or mails insurance forms necessary for physician to complete based on patient’s Insurance. Promotes a great impression for the organization with the client and Doctor’s office (e.g., provides education on the product, explains the process, sets expectations, etc.) Documents with accurate notes, results of follow-up calls in CRM system. Spends 80+% of the day on the phone.

JOB QUALIFICATIONS

Education/Experience/Technical Requirements High School Diploma or equivalent. 1-3 years Customer Service experience. Excellent communication skills. Ability to deal effectively with the public and fellow employees. Professional and friendly telephone manner, good listening skills. Demonstrated ability to simultaneously engage in verbal communication while accurately documenting information in real-time. Excellent time management skills. Computer proficiency in a Windows environment, with focus on data entry. Strong organizational skills.

Job Type:

Full-time Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Shift:

Day shift Ability to

Commute:

Bradenton, FL 34203 (Preferred) Ability to

Relocate:

Bradenton, FL 34203: Relocate before starting work (Preferred)

Work Location:

In person