Customer Service Representative: Cincinnati

Description:

Company Overview

Queen City Med Mart, LLC is a full-service medical equipment and home modification provider dedicated to helping individuals maintain their independence, mobility, and quality of life. We offer a wide range of medical equipment and accessibility solutions, with a focus on knowledgeable service, compassionate care, and finding the right products for each customer's needs.

Position Summary

We are seeking a friendly, dependable, and detail-oriented Customer Service Representative (CSR) who can confidently balance assisting customers in our showroom with processing medical equipment orders, prescriptions, and insurance-related documentation.

This position requires someone who thrives in a fast-paced environment, can seamlessly transition between customer interactions and administrative responsibilities, and is committed to providing accurate, efficient, and compassionate service.

**This position includes the opportunity to earn commission on individual sales, rewarding employees for helping customers find the right medical equipment and accessibility solutions.**

Essential Job Functions, Duties, and Responsibilities

• Greet and assist customers in the showroom and over the phone, providing knowledgeable, friendly, and professional service.
• Help customers select appropriate medical equipment, mobility aids, and accessibility products based on their individual needs and preferences.
• Explain product features, benefits, and available options to help customers make informed purchasing decisions.
• Complete the intake process for medical equipment prescriptions and orders, ensuring all required information and supporting documentation are accurate and complete.
• Communicate with customers, healthcare providers, and insurance representatives to obtain necessary documentation and address order requirements.
• Assist customers with questions regarding insurance coverage, Medicare and Medicaid requirements, product availability, and order status.
• Process customer transactions, maintain accurate records, and update order information in company systems.
• Monitor outstanding orders and documentation requests, following up as needed to keep orders moving through the process.
• Respond to customer questions, concerns, and complaints with professionalism, empathy, and a focus on resolving issues efficiently.
• Effectively manage competing priorities, balancing walk-in customers, incoming calls, prescription processing, and ongoing administrative responsibilities.
• Coordinate with billing, sales, delivery, and other departments to ensure customers receive timely and accurate service.
• Maintain current knowledge of company products, services, government regulations, and insurance policies relevant to medical equipment.
• Protect confidential patient and customer information in accordance with HIPAA regulations and company policies.
• Identify opportunities to improve customer service, streamline workflows, and enhance overall operational efficiency.
• Perform additional duties as assigned to support daily business operations.

This description outlines the general responsibilities of the position and is not intended to be an exhaustive list. Duties may be modified or expanded based on business needs.

Requirements:

Minimum Education & Experience

• High school diploma or equivalent required.
• Minimum of one year of customer service experience required, preferably in a retail, healthcare, or related environment.
• Previous experience with durable medical equipment, medical billing, insurance processing, or prescription intake is preferred but not required.

Knowledge, Skills & Abilities

• Excellent customer service and interpersonal skills, with the ability to communicate professionally and compassionately with individuals of varying needs and backgrounds.
• Strong verbal and written communication skills, including active listening and effective problem-solving.
• Ability to confidently manage multiple responsibilities, transitioning efficiently between showroom customers, incoming calls, order processing, and administrative tasks.
• Strong organizational and time-management skills, with the ability to prioritize competing demands, meet deadlines, and maintain attention to detail.
• Proficiency with Microsoft Office applications and the ability to learn and navigate electronic medical records and order management systems.
• Ability to work independently, exercise sound judgment, and collaborate effectively with team members across departments.
• Strong attention to accuracy when entering customer information, processing prescriptions, and maintaining records.
• Ability to remain patient, professional, and solutions-focused when addressing customer concerns or challenging situations.
• Willingness to learn and maintain knowledge of medical equipment, insurance procedures, and applicable industry regulations.
• Commitment to maintaining customer confidentiality and providing consistently high standards of service.

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

• Ability to sit, stand, and walk for extended periods throughout the workday.
• Frequent use of computers, telephones, and other standard office equipment.
• Occasional lifting, carrying, pushing, or pulling of items weighing up to 50 pounds.
• Ability to communicate effectively with customers, coworkers, and healthcare professionals in person, by telephone, and in writing.
• Ability to assist with handling and demonstrating medical equipment as needed.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Working Environment

This position is performed primarily in a climate-controlled, smoke-free retail showroom and office environment.

Employees regularly interact with customers, coworkers, and healthcare professionals while balancing customer service, sales, and administrative responsibilities. The work environment may be fast-paced and requires the ability to manage interruptions, shifting priorities, and multiple customer needs throughout the day.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.