Lead Customer Service Spec - Home Support - Springfield

Best in Class Work Environment

• 5x Modern Healthcare Best Places to work
• America’s Greatest Workplaces 2023 – Newsweek
• Best Employers for New Grads 2023- Forbes
• Greatest Workplace for Women 2023 - Newsweek

Benefits

• Robust, fully customizable benefits package including Medical/Vision/Dental and more!
  • No cost eCare visits
  • Employer-provided mental health services for employees and eligible family members
• Retirement with employer match up to 5%
• Tuition discounts and reimbursement available for continuing your education
• Free and convenient parking
• CoxHealth Fitness Center and Child Care discounts
• Onsite delivery for CoxHealth Pharmacies and 1906 Employee Store

Job Summary

• A Lead Customer Service Specialist has a basic working knowledge of all office functions and is responsible for new patient referrals, coordinating new setups, customer service needs, facilitate department appointments, assist with walk-in volume, phone call follow-up, coordinate special order requests and day to day flow of work duties of staff in the absence of the Department Manager. They are responsible for coordinating the delivery, set-up and education of durable medical equipment and supplies, which could occur in the customer’s home, CoxHealth at Home or clinic/hospital settings. Must have a good knowledge of Medicare, Medicaid, and Third party insurance reimbursement guidelines.

Job Requirements

• Education
  • Required: High School Diploma or Equivalent
• Experience
  • Preferred: Minimum 1 year previous medical experience
  • Preferred: 2 years customer service experience
• Skills
  • Must be able to use computer/software systems, phone system in order to transmit orders.
  • Flexibility and ability to work in a multi-tasking environment.
  • Ability to work independently and collaboratively in teams.
  • Markets and represents CoxHealth at Home in a positive and professional manner at all times.
  • Possesses the ability to communicate as a team when problem solving, discussing comments, ideas and issues with co-workers and supervisors.
  • Familiar and compliant with regulatory agencies and CoxHealth at Home policy and procedures as it relates to their job.
  • Demonstrates timeliness, courtesy, sincerity and patience when dealing with internal and external customers.
  • Effectively maintains current knowledge of respiratory and DME equipment and trends related to home care.
  • Defines hospital emergency codes, OSHA standards, infection control methods and performs lifting principles in completing the job.
  • Practices safety principles in completing job.
  • Utilizes current committee structures and formal line of communication to promote problem solving and decision making and to communicate results.
  • Takes initiative to present ideas/suggestions to management using proactive problem solving approach.
  • Utilizes standards, guidelines and protocols for optimal care delivery. Incorporate data and information to continually improve care and practice to enhance outcome.
  • Maintains a clean and organized work area in order to facilitate timely order placement and easy order tracking.
  • Displays a neat, clean, and professional appearance at all times.
  • Utilizes supplies in an efficient manner and orients and maintains a thorough working knowledge of the warehouse and inventory management systems.
  • Demonstrates ability to work effectively and maintain expected productivity.
  • Demonstrates ability to remain calm under pressure
• Licensure/Certification/Registration
  • Required: Must obtain Class E Driver's License within 30 days of hire