Customer Service Representative (CSR)

ROLE SUMMARY:

The Healthcare Associate represents the company in professional interactions with clients, patients, and referral sources. This role is responsible for lead generation, patient communication, order fulfillment, record maintenance, and coordination with internal departments to ensure accurate service delivery, compliance, and client satisfaction. The responsibilities may vary in alignment with the specific processes, expectations, and operational requirements of the client being supported.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Represent the Company in a professional and courteous manner in all job-related activities with clients, patients, and referrals.
• Initiate outbound calls to qualify for new leads, follow up on previous inquiries, and re-engage existing customers to drive sales opportunities for HME/DME products.
• Identify and qualify leads by gathering key information about customer needs, budget, and timelines, using this data to prioritize and target sales efforts.
• Proactively reach out to healthcare providers, doctors' offices, and facilities to introduce and promote products or services, generating new business opportunities.
• Educate potential customers on available products, pricing, and benefits, highlighting features that meet their needs.
• Assist in generating referrals from satisfied customers and medical professionals, expanding the company’s customer base.
• Take inbound and outbound calls.
• Perform basic patient communication tasks including courtesy and confirmation of calls.
• Establish and maintain client records and update patient demographics on file as needed.
• Update patient demographics on file as needed.
• Report equipment hazards and/or product incidents as required in compliance with Company policy.
• Complete appropriate documentation of client interactions, including reports as needed to physicians with regard to patient clinical progress and compliance.
• Establish and maintain accurate and complete patient and benefit records.
• Maintain record keeping so that all information is accurate and complete; document updates to client information.
• Understand and execute all product flow and order fulfillment processes.
• Maintain current product knowledge in order to deliver equipment/services and to receive/process shipments accurately and efficiently.
• Assist in obtaining missing information required to complete patient records.
• Determine correct resolution to client complaints; take corrective action and monitor results.
• Intake information from referral sources, clients, and patients in a professional, knowledgeable, and courteous manner.
• Perform light word processing, bookkeeping, data entry, photocopying, filing or other office activities as needed.
• Prepare and secure Physician Orders or Letters of Medical Necessity (LMNs).
• Process and route patient information to the appropriate department or individual(s) in the Company.
• Reconcile and maintain patient schedules and sales orders.
• Communicate with the billing department to ensure proper billing to insurance companies, contracts, other third-party payers and patients for all products and services delivered; maintain accurate records.
• Review sales orders to ensure all necessary insurance requirements
• Execute job-related duties as assigned, with responsibilities subject to change depending on client requirements.
• Perform other duties as required

QUALIFICATIONS AND COMPETENCY REQUIREMENTS

a. Education

• At least a high school graduate

b. Experience

• At least 1–2 years of experience in healthcare support, customer service, medical intake, or sales-related roles
• Experience with HME/DME, healthcare call centers is an advantage

c. Skills and Competencies

• Strong communication and interpersonal skills
• Customer-focused with a professional and empathetic approach
• Ability to manage multiple tasks in a fast-paced environment
• Attention to detail and strong documentation skills
• Basic computer skills including data entry and word processing
• Ability to follow procedures, policies, and compliance requirements
• Problem-solving skills and ability to handle client concerns effectively

If you are interested, please send your updated resume to [email protected]

Let’s build something meaningful together.

Benefits:

• Company Christmas gift
• Company events
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person