Aerotek Customer Service Representative in San Antonio, Texas
As part of the Supply Management Team, this position will be responsible for the intake of supply reorders for the company's existing products, new products, and related accessories, including up selling of products to maximize insurance benefits. The individual will serve as the primary contact for order fulfillment including processing and shipping customer orders. Supply Management Consultants are responsible for providing highly professional, courteous, and caring customer service. This role is also expected to collaborate with members of other departments, as required, to fully address customer needs. Additionally, it is responsible for communicating with representatives of health care plans and Health Care Professionals.
Provide overall support to Supply Management Team by working within assigned teams of commercial order processing and/or insurance verification.
Process customer supply re-orders accurately and efficiently by following departmental procedures.
Ensure all patient documents are on record as dictated by the company and regulatory requirements.
Communicate daily with patients, physicians and insurance companies via telephone and online resources in order to expedite orders and enhance customer experience.
Accurately document customer, payer and insurance information within customer accounts to ensure proper reimbursement for customer orders.
Encourage customer compliance with optimal utilization of Diabetes products.
Respond to customer inquiries regarding Diabetes products and related health insurance coverage questions.
Follow-up via telephone and email with customers to ensure questions are answered and orders placed.
Concisely document customer requests and interactions.
Collaborate with internal and external entities to assist our customers in obtaining products.
Identify and respond to customer needs, problems, and initiate actions to ensure customer satisfaction.
Request necessary documentation from an insurance carrier as applicable to customer orders.
Continuously increase knowledge of diabetes products through ongoing study of materials and participation in training programs.
Pass ongoing product and diabetes knowledge tests within departmental guidelines.
Continuously comply with the core values and guiding principles.
Perform all work related tasks with a high attention to detail.
Meets or exceeds key performance indicators measuring productivity, quality, and service level as defined by Senior Management.
Encourage and support staff members in the pursuit of customer service excellence.
Responsible for assisting with the inbound call queue as required by business needs.
Perform additional duties as assigned by management
Desired/ Preferred Qualifications:
Associate's degree or Bachelor's degree.
Previous experience working in a high paced, goal driven, and results orientated sales environment.
Previous experience receiving calls and making outbound calls to customers to explain Insurance Benefits related to health insurance.
Basic working knowledge of various health insurance plans offered by both government and commercial insurances (PPO, HMO, EPO, Medicare, Medicaid, HRAs, etc.).
Experience communicating with customers in a friendly, positive, and professional manner to resolve issue and answer questions according to department protocols and requirements.
Strong attention to detail by being exact, precise, and accurate.
Ability to multi-task in a fast paced environment and be able to work either independently or in a team orientated environment.
Ability to receive and provide feedback in positive manner, utilizing it to foster strong relationships. Taking responsibility for one's actions and work; accepting the consequences and admitting mistakes.
Ability to document calls by typing on a keyboard while speaking to a customer on the phone.
Must possess strong organizational skills, the ability to handle multiple priorities, and demonstrate a strong work ethic.
Intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.
Previous experience working in the medical device field.
Demonstrated proficiency with processing orders for Durable Medical Equipment and/or Pharmacy Benefits.
Knowledge of Diabetes and Insulin Pump Therapy and related products.
Ability and willingness to work flexible hours and varying daytime shifts, including overtime.
Ability to be flexible and open to change in variety in work activities
Our people are everything. As a Best of Staffing Client and Talent leader, Aerotek Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit aerotek.com .
Aerotek is acting as an Employment Agency in relation to this vacancy.
Location: San Antonio, Texas
Posting ID: 6114893-1726
Pay Rate: US$14.00 per hour
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law.