CHME’s guiding principle, to put patients first, has allowed it to attract and retain a team of dedicated professionals. This commitment to patient care extends into the community – as demonstrated through CHME’s corporate giving.
If you’re looking for a job where care and service drive business decisions, you should consider CHME.
Location: Foster City, CA
Responsible for the coordination and acceptance of all patients. Representative assures initial qualification of patients by process of acceptability, financially and by the appropriateness of therapy and geographic feasibility.
Responsibilities:
- Implements CHME’s Mission Statement.
- Professional phone etiquette and provide excellent customer service.
- Responsible for assuring the quality of order that will meet company criteria for service and reimbursement.
- Ensures orders meet guidelines; Medicare, Medi-Cal and other contracted payers associated with CHME.
- Utilizes clinical staff for complex orders. (RCP, RD and or ATP)
- Assures coordination with Distribution Manager to meet delivery time frames.
- Reviews daily patient delivery logs, coordinates re deliveries and tracks issues. Notifies appropriate department of any failures of response. Also notifies any referral sources of service failures.
- Participates in team meetings
- Supports other department’s with strong communication skills
- Assures department supports daily UPS/dropship cut off times to assure customer satisfaction for items that are shipped, rather than delivered. (Medical supplies).
- Reviews weekly patient intake report with Supervisor.
- Participates in Performance Improvement (PI) activities.
- Reviews open order report daily to ensure timely and accurate booking of revenue.
- Meets with Department meetings routinely to review “revenue qualification” at point of patient acceptance.
- Participates in ongoing education and training.
- Responds to customer service complaints, tracks and reports to CQI.
- All other duties as assigned by supervisor
COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical – Uses intuition and experience to complement data.
- Demonstrates attention to detail.
- Problem Solving – Gathers and analyzes information skillfully; Works well in group problem solving situations.
- Technical Skills – Assesses own strengths and weaknesses
- Customer Service – Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
- Call Center – High volume Inbound/Outbound call management preferred.
- Interpersonal – Maintains confidentiality; Listens to others without interrupting; Remains open to others’ ideas and tries new things.
- Oral Communication – Listens and gets clarification.
- Team Work – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Contributes to building a positive team spirit.
- Written Communication – Able to read and interpret written information.
- Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Cost Consciousness – Conserves organizational resources.
- Ethics – Works with integrity and ethically; upholds organizational values.
- Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values.
- Adaptability – Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality – Is consistently at work and on time.
- Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions.
- Initiative – Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation – Generates suggestions for improving work.
- Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
- Motivation – Measures self against standard of excellence.
- Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
- Professionalism – Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
- Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Knowledge of Medicare, Medi-cal and private insurance is highly desired. Bilingual a plus.
EDUCATION/EXPERIENCE: High School or college education preferred, experience in HME industry preferred and or at least 1 year of customer service history.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Word Processing and system software.The noise level in the work environment is usually quiet. While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50+ pounds.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.