Customer Service Representative

**Customer Service Specialist**

**Schedule:**
- Monday - Friday, 8:00 AM - 4:00 PM (includes a 1-hour lunch break)

**Training:**
- Comprehensive hands-on training with management, typically lasting about a month
- Training includes learning medical equipment and the company's computer system

**Job Overview**

Customer Service Specialists play a vital role in ensuring an excellent patient experience. This position requires a deep understanding of front-end processes to provide efficient and effective service.

**Key Responsibilities**

- Provide exceptional customer service through inbound and outbound calls and emails
- Obtain, analyze, and verify the accuracy of patient referral information
- Process orders and schedule patients to receive necessary medical equipment as prescribed by their doctor
- Answer all calls and emails promptly, meeting service goals and expectations
- Route calls to the appropriate resources and follow up on customer inquiries as needed

**On-Call Responsibilities** (After Direct Hire)

- On-call shifts occur approximately every 8-12 weeks, with employees having the option to sign up for preferred shifts
- Scheduling is done quarterly, with flexibility to trade or pick up shifts
- On-call employees work remotely during their shift
- On-call pay includes:
- A $100 stipend for holidays
- Overtime pay for any time worked
- Hourly wage compensation for logged call time
- Employees receive the stipend even if no calls are received
- Employees must be in a private, Wi-Fi-enabled location to maintain confidentiality when handling patient information

**Required Skills & Experience**

- Strong customer service and support skills
- Experience in troubleshooting and technical support
- Familiarity with medical technology and terminology
- Knowledge of HIPAA regulations and medical insurance policies
- Experience in medical assisting, clinical care, or insurance billing
- Proficiency in Windows and help desk support
- Excellent communication and problem-solving skills

**Compensation & Benefits**

- **Pay Rate:** $19.00 - $20.00 per hour
- Eligibility requirements apply to some benefits based on job classification and length of employment
- Available benefits may include:
- Medical, dental, and vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options
- Voluntary life and AD&D insurance for employees and dependents
- Short and long-term disability coverage
- Health Savings Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid time off, vacation, and sick leave

**Workplace Type**

- This is a fully onsite position based in Petoskey, MI.

**Application Deadline**
- This position is expected to close on **March 28, 2025**.

**Equal Opportunity Employer:**

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
Employment Type: Contractor
Salary: $ 19.00 20.00 Per Hour