Community Care Customer Service Representative (Full Time)

As a Community Care Customer Service Representative at Benefis, your primary responsibilities will include understanding and communicating health insurance coverage criteria for durable medical equipment. You'll assist patients in filling orders, actively listen to their needs, and recommend appropriate solutions and complementary products. It's a role that combines customer service with healthcare knowledge, ensuring that patients receive the help they need.

To succeed as a Community Care Customer Service Representative at Benefis, candidates should complete medical terminology courses and obtain a Certified DME Specialist (CDME) certification within one year of hire. Previous experience in healthcare, customer service, call centers, or insurance is preferred, along with strong organizational and communication skills to effectively assist patients and referral sources.

At Benefis, after successfully completing the provisional employment period of one year, you will have the opportunity to promote to the Customer Service Representative II position. This advancement requires completing the necessary education and certification courses, providing a clear pathway for growth in your career.

As a new Community Care Customer Service Representative at Benefis, you'll receive comprehensive training designed to equip you with knowledge about durable medical equipment and effective customer service practices. You’ll learn about various product lines and insurance requirements, ensuring you are fully prepared to assist patients confidently.

Essential skills for the Community Care Customer Service Representative role at Benefis include strong communication and organizational skills, the ability to cope with pressure and deadlines, and a knack for handling diverse situations and conflicts. Empathy and active listening are also crucial, as you will be serving individuals in need of care.

In answering this question, focus on your passion for helping others and your interest in improving patients' lives. Share specific experiences where you've made a positive impact through customer service, highlighting your empathy and dedication to providing exceptional care.

Discuss any previous roles or training you have that relate to durable medical equipment. Explain how you’ve assisted customers in identifying their needs, filled orders, or understood medical terminology, emphasizing your ability to learn quickly and adapt.

Outline your approach to conflict resolution, focusing on active listening, empathy, and clear communication. Share a specific example where you successfully resolved a difficult situation, demonstrating your problem-solving skills and commitment to customer satisfaction.

Talk about tools and methods you use to prioritize tasks, such as to-do lists, digital planners, or scheduling software. Emphasize your ability to manage time effectively and your methods for ensuring each customer receives the attention they deserve.

Share a specific instance where you had to become familiar with a new product or system under a tight deadline. Highlight your proactive approach to learning, seeking help from colleagues, and utilizing available resources to gain the necessary knowledge efficiently.

Explain techniques you employ to maintain focus when working under pressure, such as double-checking your work, using checklists, or taking short breaks when needed. Discuss your commitment to providing correct information to clients to ensure their health and safety.

Highlight the importance of clear, empathetic communication in customer service. Share methods you use to ensure customers fully understand the information presented, such as summarizing points, checking for understanding, or asking follow-up questions.

Discuss your commitment to continuous learning through resources like industry newsletters, professional organizations, and ongoing training opportunities. Emphasize the importance of being informed to provide the best support to customers.

Speak to Benefis' reputation as a premier health system and how you resonate with their mission of healing mind, body, and spirit. Share personal values that align with providing compassionate care and community support, emphasizing your enthusiasm for joining this impactful organization.

Discuss qualities such as empathy, patience, effective communication, problem-solving skills, and the ability to remain calm under pressure. Provide examples of how you embody these qualities in your previous customer service experiences.