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Client Service Representative

Requisition #

57615BR

Physical Location

Saint Paul, Minnesota

Posted Date

07-Oct-2019

Schedule Type

Full-Time

Dept. Name

HOM Customer Service

Hours Per Week

40

Contract

Noncontract

Introduction

Allina Health is dedicated to the prevention and treatment of illness and enhancing the greater health of individuals, families and communities throughout Minnesota and western Wisconsin. A not-for-profit health care system, Allina Health cares for patients from beginning to end-of-life through its 90+ clinics, 12 hospitals, 16 pharmacies, specialty care centers and specialty medical services that provide home care, senior transitions, hospice care, home oxygen and medical equipment, and emergency medical transportation services. Allina Health is a vibrant, growing organization with opportunities to suit your professional skills and a diverse work environment to match your specific interests. We believe employees are our greatest asset and are dedicated to helping you develop and maximize your professional skills.

Allina Health Home Oxygen & Medical Equipment (HOME) offers oxygen and medical equipment solutions to help keep patients safe, comfortable and independent in their own home. With headquarters located in St. Paul, Minn., services are provided in 42 Minnesota counties, western Wisconsin and northern Iowa 24 hours a day, seven days a week.

Responsibilities

Req ID: 57615
  • Customer service
  • Answer telephone in professional manner
  • Obtain/review information for intake (referral, customer demographic, verify insurance on-line or over the phone to determine eligibility for products ordered, doctor and diagnosis, product ordered, delivery information)
  • Use and navigate EMR TIMS and Excellian to obtain: patient info, clinical documentation about patient, create patient record, enter order to ensure proper billing
  • Follow Medicare compliance guidelines for equipment delivered
  • Determine appropriate delivery method: schedule delivery with customer and dispatch, coordinate showroom appointments
  • Coordinate with referral and provide guidance to the most appropriate product for patient need: example-oxygen modality and CPAP mask
  • Receive fax orders for new setups, supplies, or account changes
  • Troubleshoot equipment failure with customer
  • Responsive to all customer calls especially service inquiries, needs or concerns in an informed and professional manner
  • Data entry
  • Enter recurring orders for supplies meeting payer guideline quantity limitation
  • Enter customer notes to communicate important messages per government guidelines
  • Facilitate travel arrangements for oxygen customers
  • Track specific product lines that require special attention
  • Coordinate and schedule pickup of designated products

Education

  • High school diploma/GED

Qualification/Skills

Experience

  • 2+ years experience in a call center/phone center environment
  • 2+ years demonstrated expertise in the area of customer service
  • 1-2 years experience with medical insurance/billing/diagnosis codes experience
  • Medical terminology
  • Prior experience with data entry and strong typing skills
  • Computer data entry with competency

Skills

  • Strong communication, organizational and customer service skills
  • Good critical thinking and problem solving skills
  • Professional telephone manner with strong verbal skills and ability to communicate and respond in courteous manner with attention, respect and sincerity to a wide variety of people
  • Ability to work as a team as well as independently
  • Work in a team atmosphere to service the customers
  • Proven ability to multi task and prioritize a variety of tasks and information
  • Process and manage a variety of tasks
  • Knowledge of DME industry and products preferred
  • Knowledge to access patient information from Excellian/EPIC preferred

Licensure/Certificaitons

  • Certificate in medical field or medical field experience preferred (LPN, PTA, OTA, COTA)
  • College degree preferred (4 year)

Work Schedule

  • 40 hours a week
  • Day shifts (Sunday - Thursday: 8:30am - 5:00pm)
  • Non-contract
  • Benefit eligible

Location/Community Information

With beautiful natural settings along the Mississippi River, St. Paul embodies a large ethnically diverse population with restaurants, cultural entertainment, and shopping venues for everyone. Downtown St. Paul features a number of historic buildings including the State Capitol, the Fitzgerald Theater, the Landmark Center, the St. Paul Hotel, and breathtaking views of the Mississippi River. The city is also home to the Science Museum of MN, the Xcel Energy Center (home of the MN Wild hockey team), and the MN History Center. St. Paul offers many private, alternative, and public school options from elementary through college and a wide array of housing options from old historic homes to new construction. The Twin Cities is consistently ranked near the top of Fortune's list of best cities in the world for work and family. A healthy business climate, opportunities for employment, good transportation, and an entrepreneurial environment are amongst the contributing factors.

  • Located in St. Paul
  • Population = 270,000
  • Service Area = 1,600,000

Community Resource Links:

Community Information School Digger

Explore Minnesota MN Dept of Education

Minneapolis St. Paul MagazineSt. Paul Pioneer Press

Twin Cities Living MagazineStar Tribune

 

Closing

If you are interested in becoming part of our award winning team of professionals, please apply online today. Allina Health is committed to providing Equal Employment Opportunities to all employees and applicants. EO M/F/Disability/Vet Employer.


Requisition #

57615BR
Administrative