Aultman Health Foundation Job - 40286495 | CareerArc
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Company: Aultman Health Foundation
Location: Massillon, OH
Career Level: Associate
Industries: Healthcare, Pharmaceutical, Biotech



The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.



  • Delivers accurate, courteous and prompt service in a highly professional manner.
  • Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service.
  • Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages.
  • Accurately completes required forms/order, determines coverage for services requested and charges
  • Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing.
  • Demonstrates a strong knowledge base in benefit coverage for insurance products.  Collects appropriate co-pays/payments and documents information in system.
  • Maintains professional working standards at all times.  Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service.
  • Maintains a working knowledge of Government, State (Medicare/Medicaid) and commercial insurance regulations, requirements and reimbursement.
  • Works collaboratively with team members supporting a cooperative and productive work environment.
  • Knowledge of electronic software programs.  Accurately processes new and ongoing orders accurately.  Demonstrates compliance with documentation mandates and standards.
  • Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution.  Responds appropriately to customer questions and concerns
  • Maintains open communication and confidentiality with customers, peers and referral sources.
  • Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes.
  • Demonstrates good organizational, time management and communication skills.
  • Participates in traditional and e-learning opportunities.
  • Participates in performance improvements activities.
  • Participates in traditional and e-learning



  • Maintains a high level of product knowledge on all DMEPOS products
  • Responsible for completing documentation relevant to individual situation; thoroughly and accurately
  • All mandatory documentation required in CPR+ is completed in a timely manner
  • Responsible for maintaining an organized, customer-friendly working environment
  • Follows infection control protocols and universal precautions
  • Utilizes proper safety protocols
  • Maintains client confidentiality
  • High level of knowledge of DMEPOS products and services
  • Prior customer services / industry experience preferred
  • High School graduate or equivalent (GED).
  • Work effectively within a team setting
  • Excellent communication skills


All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.



Works 8 hours per day, Monday through Friday

Expected to adhere to hospital policies and procedures

Primarily sits



O=Occasionally = 33% of the work shift or 0-32 repetitions

F=Frequently = 34-66% of the work shift or 32-200+ repetitions

C=Constantly = 67-100% of the work shift or 200+ repetitions

N=Not essential job requirement


C                          Standing

C                          Walking

O                          Lifting (70 pounds)

O                          Carrying (70 pounds)

O                          Pushing (70 pounds)

N                          Climbing with (70 pounds)

O                          Stooping/Bending

O                          Kneeling/Squatting

O                          Crawling

O                          Reaching Up/Reaching Forward

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