Northwest Respiratory Services, LLC
Customer Service Representative
Northwest Respiratory Services, LLC, Eagan, Minnesota, United States
Overview
Northwest Respiratory Services seeks a Customer Service Representative for our inbound call center in Eagan, Minnesota servicing customers over the phone. Northwest Respiratory Services is a leading provider of oxygen and respiratory products throughout the Midwest and Rockies. The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues. As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers’ health and quality of life. Essential Duties and Responsibilities
Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups. Interact with branch staff regarding customer information, orders and paperwork processing. Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems. Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary. Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing. Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual. Work scheduled Saturdays and extended shifts as required.
Must be willing to work Saturdays Perform miscellaneous duties including filing patient records and processing Veterans Administration travel orders. Physical Demands
Sitting: Constant, up to 8 hours per day Standing: Occasional, up to 4 hours per day Typing: Constant, up to 8 hours per day Talking, hearing, and seeing: Constant, up to 8 hours per day Frequent use of hands and fingers for typing and handling equipment Work Environment
Indoor, temperature-controlled office environment Equipment used includes computer, keyboard, mouse, telephone headset, and standard office supplies Qualifications and Requirements
Education & Experience
High school diploma or GED required Minimum of one (1) year of call center customer service experience required. Medical terminology and/or medical billing experience preferred. Skills & Abilities
Understanding of HIPAA and the ability to handle confidential and sensitive information. Excellent telephone communication and customer service skills. Detail-oriented, highly organized, and able to multitask in a fast-paced environment. Accurate typing, data entry and order processing skills. Ability to exercise sound judgment when handling customer calls. Ability to be punctual, dependable and maintain a stable work history Bilingual skills are a plus! Computer & Language Skills
Proficiency with computer-based data entry and order processing systems Ability to read, interpret and follow instructions, policies and procedural documents Mathematical Skills
Ability to add, subtract, multiply, and divide using all units of measure. Safety & Security
Actively promotes and complies with all safety and security procedures Proper use of equipment and materials at all times Benefits
Health, Dental, and Vision Insurance 401(k) with Employer Match (eligible Day One of employment) Flexible Spending Accounts (Medical and/or Dependent Care) Pet Insurance Short-Term and Long-Term Disability Accident, Hospital Indemnity, and Critical Illness Insurance Vacation and Sick Time Northwest Respiratory Services is an EO Employer – M/F/Vets/Disabled
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Northwest Respiratory Services seeks a Customer Service Representative for our inbound call center in Eagan, Minnesota servicing customers over the phone. Northwest Respiratory Services is a leading provider of oxygen and respiratory products throughout the Midwest and Rockies. The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues. As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers’ health and quality of life. Essential Duties and Responsibilities
Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups. Interact with branch staff regarding customer information, orders and paperwork processing. Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems. Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary. Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing. Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual. Work scheduled Saturdays and extended shifts as required.
Must be willing to work Saturdays Perform miscellaneous duties including filing patient records and processing Veterans Administration travel orders. Physical Demands
Sitting: Constant, up to 8 hours per day Standing: Occasional, up to 4 hours per day Typing: Constant, up to 8 hours per day Talking, hearing, and seeing: Constant, up to 8 hours per day Frequent use of hands and fingers for typing and handling equipment Work Environment
Indoor, temperature-controlled office environment Equipment used includes computer, keyboard, mouse, telephone headset, and standard office supplies Qualifications and Requirements
Education & Experience
High school diploma or GED required Minimum of one (1) year of call center customer service experience required. Medical terminology and/or medical billing experience preferred. Skills & Abilities
Understanding of HIPAA and the ability to handle confidential and sensitive information. Excellent telephone communication and customer service skills. Detail-oriented, highly organized, and able to multitask in a fast-paced environment. Accurate typing, data entry and order processing skills. Ability to exercise sound judgment when handling customer calls. Ability to be punctual, dependable and maintain a stable work history Bilingual skills are a plus! Computer & Language Skills
Proficiency with computer-based data entry and order processing systems Ability to read, interpret and follow instructions, policies and procedural documents Mathematical Skills
Ability to add, subtract, multiply, and divide using all units of measure. Safety & Security
Actively promotes and complies with all safety and security procedures Proper use of equipment and materials at all times Benefits
Health, Dental, and Vision Insurance 401(k) with Employer Match (eligible Day One of employment) Flexible Spending Accounts (Medical and/or Dependent Care) Pet Insurance Short-Term and Long-Term Disability Accident, Hospital Indemnity, and Critical Illness Insurance Vacation and Sick Time Northwest Respiratory Services is an EO Employer – M/F/Vets/Disabled
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