Customer Services Representative - COPD

Company Summary

Hometown Healthcare is a Respiratory Home Medical Equipment & care management company whose purpose is to alleviate the burdens of healthcare. Founded as Watervliet Pharmacy in 1953, Hometown Healthcare has transitioned serving the respiratory needs of patients and their loved ones in the home.  Now headquartered in Clifton Park, Hometown Healthcare has evolved over time by adding high-touch and high-tech respiratory products and services, a comprehensive sleep therapy program (for CPAP and Bi-Level patients), non-invasive ventilation, and other home medical equipment.  Hometown Healthcare serves a 70-mile radius from the headquarters in New York’s greater Capital Region.

Position Summary

The Customer Services Representative will serve as the first line of support for patients’ equipment questions and issues before engaging field staff for at home support. Furthermore, this role serves as the steward of the field staff resources by executing effective sales order scheduling.

How You’ll Make an Impact

• Become an expert in Hometown Healthcare’s product and service portfolio
• Triage inbound calls and electronic notifications and ensure proper resolution of all, including the escalation of appropriate clinical triage inquiries to Respiratory Therapist(s)
• Troubleshoot and resolve product support concerns
• Receive orders from the Payer Team and educate patient on all critical details including financial responsibility
• Coordinate (schedule & dispatch) both urgent and routine equipment delivery, patient teach, equipment maintenance/service calls, & pick-ups/exchanges
• Maintain daily clinical scheduling queues
• Participate in non-clinical, on-call service rotation and delivery schedule (estimated 1day/wk & 1-weekend/5-weeks)
• Expected to be a contributing force in the creation and/or continuous improvement of Standard Work within area of cognizance

What You Must Bring to This Role

• High school diploma or general education degree (GED); or equivalent combination of education and experience - required
• Associates degree from a 2-year college and/or 4 years related experience or training; or equivalent combination of education and experience - desired
• Demonstrated strength managing dynamic priorities with excellence - required
• Proven ability to communicate clearly, both verbally and written - required
• Proven success providing an exceptional patient experience - required
• A history of exceptional attention to detail - required
• A history of maintaining confidentiality - required
• Demonstrated mastery responding to questions in a tactful & professional manner - required
• Strong interpersonal skills & the ability to effectively work with a wide range of individuals - required
• Demonstrated history of being self-motivated & a desire to work effectively, autonomously - required
• Proven history of accountability & ownership - required
• Proven history working in a fast-paced environment - required
• A working knowledge of MS Office Suite and Cloud - desired
• A working knowledge of Brightree, U-Sleep, and Pioneer RX software’s - desired
• Demonstrated history working in the medical field, Pharmacy or with Durable Medical Equipment - desired
• Success operating within a Quality Management System (QMS) or similar regulated environment - desired

Values

• Serve to WOW!
  • Creating experiences that cause those we serve to become Hometown Healthcare evangelists
• Empathy & Grace
  • The glue that bonds and preserves a beneficial and long-standing relationship that is comprised of two ideas:
  • Empathy (cognitive): A decision to pause your thoughts and feelings long enough to engage with the thoughts and feelings of another person
  • Grace: Favor (patience, kindness, goodness, gentleness, self-control, etc.) demonstrated to someone especially when they don't deserve it.
• Teachable Spirit for the Pursuit of Better
  • "It got me to where I am, but won't get me to where I need to go, so therefore I must learn and grow"
• Warrior's Heart
  • Working hard AND producing the results required in spite of the circumstances

Compensation, Benefits & Fun Stuff

• Be a part of a locally owned & operated business, who values treating everyone with integrity & respect
• Be a part of a progressive company challenging the status quo
• Company sponsored benefits program, including retirement plan
• Generous paid time off and paid holidays

Working Conditions & Physical Efforts

• Work is performed in an office work environment
• May be required to lift up to 30 lbs.
• Ability to sit for a prolonged period of time
• Visual functions being those of near vision, depth perception, and ability to adjust focus
• Talking and hearing occur continuously in the process of communicating with leadership & client businesses
• Transportation to & from work locations
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or operate equipment
• No or very limited exposure to physical risk

This role is posted in partnership with HR Resolved, Inc.

The duties and responsibilities, qualifications, physical conditions and other statements contained herein represent the current general nature of the job described, and are subject to change at any time, with or without notice. This job description does not limit in any way the assignments given to an employee in this role. Employees are expected to perform any and all duties (compliant, legal & ethical) assigned by the Company leadership, collaboratively and with the best intention of the customer and company.