Hillrom is a %242.8B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products and information technology solutions. Hillrom's comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to enhance the safety and quality of patient care.
The Home Care Customer Service Representative for Hill-Rom Respiratory Care will be responsible for direct phone-based patient and caregiver interaction to answer and resolve a wide variety of inquiries within the Home Care environment. The representative is also responsible for warranty related activities for all devices and accessories for Home Respiratory Care product.
The hours for this role are 9:30am- 6pm.
Essential Duties and Responsibilities: – Other duties may be assigned:
Responsible for interfacing with customers/patients, account executives and/or service representatives
Provide front line technical support on products via phone to patients, caregivers and other Hill-Rom staff
Properly enter and identify order types for correct billing, collaborating with the internal billing teams
Quickly and accurately identify and assess individual customer needs and take appropriate action to satisfy those needs
Utilizes multiple systems and problem solving skills to attempt to resolve the issue on the call
Establish rapport over the phone quickly, and remain positive and upbeat
Use Hill-Rom systems to process new accounts, track, route and retrieve information
Provide customer support with special requests and assist other internal and external team members as needed
Responsible for shipping-related activities, verification for rental agreements and returned items
Responsible for timely and accurately processing of complaints received from patients/caregivers
Responsible for after hours’ phone and laptop that will include occasional evening and weekend coverage
RequiredEducation, Experience, Qualifications and Skills:
Associate’s Degree in business or related field
5 years of progressive experience in a customerservice role
Previous experience in the healthcare field,preferred
TIMS,JD Edwards or other third party billing system experience preferred
FederalExpress tracking system experience preferred
Experience with Microsoft Office