4 days old

Customer Service Representative - El Paso, TX

El Paso, TX 79901
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Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses. Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care providers. As part of our Provider Services group, the quality of support you deliver will directly translate into better care for their patients This is no small opportunity. This is where you can bring your compassion for others while building your career. 

The Customer Service Representative is responsible for direct customer support, authorization of equipment and supplies, intake process, procurement of CMNs, Title 19s and other required documentation.  Performs all functions in a professional and ethical manner and collaborates with other members of the health care team to ensure quality patient care and excellent customer service.


Primary Responsibilities: 

  • Focuses on achieving superb customer service in all instances
  • Attends all required inservice programs to maintain comprehensive DME knowledge base
  • Demonstrates effective time management skills by completing assignments within projected time frames
  • Expresses verbal and written communication in a clear, positive and cooperative manner
  • Demonstrates personal responsibility with regard to attendance and punctuality
  • Promotes company philosophy, mission statement and administrative policies
  • Maintains privacy and confidentiality with regard to all patient, staff and company information
  • Promotes the company image by adhering to the Dress Code
  • Follows the appropriate chain of command in all forms of communication
  • Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others or in place of others as necessary
  • Direct Customer Support:
    • Provides telephone support to all patients/customers
    • Provides customer service to retail customers
    • Answers general questions about equipment and supplies
    • Receives and addressees customer complaints
    • Routes specific or complex questions to appropriate individuals
    • Takes reorders for supplies over the telephone
    • Enters order for deliveries into Mesta-med
    • Notifies delivery technicians of any STAT deliveries
    • Assists with price quotes under direction of supervisor
  • Intake Process:
    • Collects and records initial client information to include patient demographics and insurance information
    • Obtains fax orders from referral source
    • Verifies client benefits and obtains prior authorization from insurance company when required
    • Determines availability of requested equipment and supplies
    • Enters information into Mesta-med
    • Authorizes all new orders when received
    • Notifies Service Technicians of scheduled deliveries
  • Documentation Responsibilities:
    • Generates CMNs and Title 19s as soon as order is received
    • Confirms delivery ticket after delivery is completed
    • Obtains completed CMNs, LMNS and Title 19s
    • Tracks missing documentation and follows up to ensure timely receipt
    • Routes paperwork according to established office procedure to ensure accurate record-keeping
    • Files in patient records

You will be expected to be available Monday - Friday from 8:00am -6:00pm and will have 1 full week per month of 24 hour call.


Posted: 2020-05-20 Expires: 2020-06-19

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Customer Service Representative - El Paso, TX

UnitedHealth Group
El Paso, TX 79901

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