Company:

MacPherson's Medical Supply Location:

Harlingen, TX Department:

Sales / Front LobbyPosition Summary MacPherson's Medical Supply is seeking a dedicated and professional Customer Service Representative (CSR) to be the face of our organization. The ideal candidate will provide compassionate care and expert assistance to our patients, ensuring that their mobility and medical equipment needs are met with efficiency and kindness. You will manage customer interactions, administrative documentation, and order coordination in a retail environment.

Key Responsibilities Patient & Customer Interaction Lobby Management:

Act as the primary point of contact for patients and visitors in the front lobby. Provide personalized, high-quality service, addressing inquiries, resolving complaints, and ensuring a welcoming environment.

Phone Etiquette:

Manage a multi-line phone system, ensuring all incoming calls are answered promptly (before the third ring) and messages are monitored and addressed in a timely manner.

Operational & Administrative Duties Order Workflow Management:

View and work all assigned tabs within our Medical Billing System (MBS) throughout the day to track progress and identify status updates.

Documentation & Compliance:

Manage the "Missing Doc List" for assigned orders, conduct follow-ups on 1st, 2nd, and 3rd attempts, and ensure all required documentation is collected and accurate.

Fax & File Management:

Monitor and upload daily faxes, ensuring all referrals and insurance documentation are processed immediately to prevent revenue loss.

Compliance Surveys:

Proactively submit compliance surveys for delivered equipment to ensure proper insurance billing and service standards.

Administrative Support:

Assist with sales orders, discharge orders, and back-up duties for other departments (including VA orders or warehouse support) as necessary to maintain company workflow.

Qualifications & Skills Experience:

Previous experience in a high-volume customer service, retail, or medical/clinical administrative role preferred.

Communication:

Excellent verbal and written communication skills; bilingual (English/Spanish) is highly desirable to effectively assist our local patient demographic.

Technical Proficiency:

Strong computer skills, including proficiency in Microsoft Office/Google Workspace and the ability to quickly learn medical billing or inventory management software.

Professionalism:

Proven ability to handle high-pressure environments, de-escalate sensitive customer situations, and maintain strict patient confidentiality.

Reliability:

Strict adherence to assigned work schedules and timekeeping policies is non-negotiable.

Work Culture Expectations Teamwork:

Collaborate across departments to ensure company goals are met. This includes providing backup support for coworkers to ensure seamless service. Attention to

Detail:

Commitment to accuracy in data entry and record-keeping, as errors can negatively impact patient care and company revenue.

Proactive Problem Solving:

Ability to identify issues (such as missing paperwork or delays) and take initiative to resolve them without constant supervision.

Job Type:

Full-time Pay:

From $17.00 per hour

Benefits:

Health insurance Paid time off Retirement plan Application Question(s): How far are you willing to commute? How many years of experience of retail customer interaction do you have?

Work Location:

In person