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Customer Service Representative

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Location: Traverse City
Status (FT/PT): Full-Time
Shift: Day shift
Req ID: 55940



  • High school graduate, associates degree in business preferred
  • Prior customer service experience required. Experience in healthcare, specifically durable medical equipment  preferred.
  • Experience with Blue Cross-Blue Shield, Medicare, Medicaid and other insurance coverages desirable.
  • Able to function as a polite and cooperative team member with a desire to help others
  • Must be computer literate and possess a proven ability to learn a number of computer programs.
  • Good oral and written communication skills.
  • Able to work independently with minimal supervision.
  • Able to handle multiple tasks with numerous interruptions.
  • Maintains customer confidentiality and adhere to HIPAA regulations in relation to customers PHI at all times.
  • Working knowledge of medical terminology.


Works under the direct supervision of the Home Medical Equipment Manager.  May receive direction/assignments from the Branch Coordinator.

Works with and communicates with Billing Representatives. Assists Billing Representatives with order confirmation process when needed.


  1. Supports the Mission, Vision and Values of Munson Healthcare.
  2. Embraces and supports the Performance Improvement philosophy of Munson Healthcare.
  3. Promotes personal and patient safety.
  4. Uses effective customer service/interpersonal skills at all times.
  5. Contributes to the team orientation of the Home Medical Equipment area and is responsible for proper communication with all department members and other departments.
  6. Assists walk-in customers with retail sale orders and is knowledgeable of supplies, prices and reimbursement. Assists in maintaining showroom inventory and presenting a well organized retail area.
  7. Collects payments from customers, balances cash box daily and prepares bank deposit.
  8. Answers incoming phone calls, logs the calls. Takes customer orders and keys order into computer as appropriate. Responds to customer questions and concerns.
  9. Obtains insurance information and verifies coverage according to company guidelines and prepares appropriate documentation for billing.
  10. Keys all documentation into the computer; verify all information for completeness and accuracy.
  11. Communicates with Branch Coordinator and Technicians to inform them of any deliveries that need to be scheduled.
  12. Schedules sleep therapy patients when needed.
  13. Maintains office supply inventory, including copying forms.
  14. Understands and follow Munson Home Health code of conduct concerning applicable laws, and ethical business standards.
  15. Demonstrates timeliness, courtesy, sincerity, and patience when dealing with customers and employees. Promotes the company in a positive and professional manner.
  16. Performs other duties as deemed appropriate by management.
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