Customer Service Representative - CSR

Job Description

Job Description Customer Service Representative

Job Summary

The Customer Service Representative serves as a key point of contact for patients, families, and healthcare providers, delivering compassionate and efficient support. This role is responsible for managing inbound and outbound calls, processing medical equipment orders and service requests, and ensuring accurate, timely documentation. The ideal candidate excels in communication, problem-solving, and multitasking, with the ability to navigate multiple systems and collaborate across teams to deliver exceptional service and support.

Essential Duties and Responsibilities

· Professionally handle inbound and outbound phone calls with empathy, ensuring a positive experience for patients and healthcare partners.

· Process orders for medical equipment, deliveries, exchanges, service appointments, and pickups.

· Accurately document all customer interactions in a timely manner, maintaining clear and detailed records.

· Communicate effectively with patients, families, and healthcare providers, offering clear instructions and support.

· Collaborate with cross-functional teams to resolve inquiries and ensure timely service.

· Navigate multiple software systems to verify order accuracy and update customer information as needed.

· Apply strong critical thinking and problem-solving skills to address concerns and provide appropriate resolutions.

Qualifications

· Comfortable handling sensitive patient information with discretion.

· Strong multitasking and problem-solving skills in a fast-paced environment

· Strong attention to detail and accurate note-taking abilities.

· Ability to communicate with empathy while maintaining professionalism.

Preferred Qualifications

· Previous customer service experience in a call center or healthcare-related field preferred.

· Availability to work flexible shifts, including evenings and weekends as needed

Working Conditions / Physical Requirements

· Prolonged periods sitting at a desk and working on a computer and telephone.

· Frequent use of hands and fingers for typing, writing, and handling office equipment.

· Ability to hear and speak clearly to communicate effectively over the phone.

· Occasional standing, walking, or reaching within the office environment.

· May need to lift or carry items up to 50 pounds (e.g., files, office supplies).

· Regular exposure to a fast-paced, high-volume call center environment.

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Compliance and Confidentiality

All employees are expected to maintain the confidentiality of patient and organizational information in accordance with HIPAA and other applicable privacy regulations, regardless of their role or access level.

Employee Acknowledgement

I have read and understand the job description outlined above. I understand that this job description is not intended to be all-inclusive, and that responsibilities may change or be added as business needs evolve. I acknowledge that I am expected to adhere to all company policies, including those related to privacy, confidentiality, and HIPAA compliance.

Full-time