Field Customer Service Representative
Location: City of Industry, California

A DME customer service representative is responsible for handling incoming calls from patients and healthcare providers, processing orders for durable medical equipment (DME), providing information on product usage, and ensuring timely delivery of equipment while maintaining excellent customer service standards. Must have the ability to travel.

ESSENTIAL DUTIES:

Schedule and perform regular visits with accounts, prioritizing those with issues but equally giving attention and required visits to non-problem accounts.
Work directly with the Vice President of Operations to ensure active involvement and engagement from the facility to corporate level.
Engage Corporate, Regional and Facility level leadership to discuss Executive Summary Reviews on a regular basis.
Regularly prepare Quarterly Business Reviews with Clients to discuss clinical, operational, and cost saving measures.
Monitor issue resolution and actions taken by business office to resolve problems, perform outcome evaluation with the account.
Communicate to accounts important and pertinent industry changes as necessary in order to better serve their residents.
Increase customer value by advocating new business initiatives.
Improve service levels to customers by communicating and education both business office and accounts on any new changes or procedures developed to eliminate and prevent problems from recurring.
Performs other duties as required
Abide by the company Drug Free Workplace policy. Drug screening is conducted at hire, or may be conducted company-wide, or on request upon reasonable suspicion.

RESPONSIBILITIES:

Providing routine scheduled services to assigned long term care facilities and owning immediate issue resolution in those facilities.
Conducting customer training and driving utilization of key programs and services and ensuring appropriate customer actions and follow up.
Works with Company staff to deepen business relationships with customers by conducting regular business reviews, cost containment analysis and programs, re-contracting as appropriate and pre/post survey follow-up.
Works with the Company staff to coordinate external customer education in the form of clinical and other non-procedural in-services at the facility as well as providing education to the internal pharmacy staff with regard to the customer's processes and requirements.

EDUCATION/EXPERIENCE:

2+ years of direct client; Pharmacy or Healthcare experience a plus.
Entrepreneurial attitude coupled with strong business acumen.
Experience working with C-level clients and across entire organizations.
DME, Long Term Care Facility and/or Pharmacy experience preferred
Ability to manage multiple clients and deliverables simultaneously in a high energetic/fast paced environment.
Desire to take ownership of all clients' issues and concerns, deliver great client service and communicate timely and effectively.
Flexibility to work collaboratively with co-worker.
Be proactive and remain current with pharmacy and industry initiatives to keep the client ahead of the curve.
Ability to travel and present to clients, as required.

TRAVEL REQUIREMENTS

Expected daily mileage up to 3 hours or 180 miles per day. Such mileage can vary in accordance with business operational needs.

Compensation: $42,000-$55,000 annually, depending on experience.

Schedule and perform regular visits with accounts, prioritizing those with issues but equally giving attention and required visits to non-problem accounts.
Work directly with the Vice President of Operations to ensure active involvement and engagement from the facility to corporate level.
Engage Corporate, Regional and Facility level leadership to discuss Executive Summary Reviews on a regular basis.
Regularly prepare Quarterly Business Reviews with Clients to discuss clinical, operational, and cost saving measures.
Monitor issue resolution and actions taken by business office to resolve problems, perform outcome evaluation with the account.
Communicate to accounts important and pertinent industry changes as necessary in order to better serve their residents.
Increase customer value by advocating new business initiatives.
Improve service levels to customers by communicating and education both business office and accounts on any new changes or procedures developed to eliminate and prevent problems from recurring.
Performs other duties as required
Abide by the company Drug Free Workplace policy. Drug screening is conducted at hire, or may be conducted company-wide, or on request upon reasonable suspicion.

RESPONSIBILITIES:

Providing routine scheduled services to assigned long term care facilities and owning immediate issue resolution in those facilities.
Conducting customer training and driving utilization of key programs and services and ensuring appropriate customer actions and follow up.
Works with Company staff to deepen business relationships with customers by conducting regular business reviews, cost containment analysis and programs, re-contracting as appropriate and pre/post survey follow-up.
Works with the Company staff to coordinate external customer education in the form of clinical and other non-procedural in-services at the facility as well as providing education to the internal pharmacy staff with regard to the customer's processes and requirements.

EDUCATION/EXPERIENCE:

2+ years of direct client; Pharmacy or Healthcare experience a plus.
Entrepreneurial attitude coupled with strong business acumen.
Experience working with C-level clients and across entire organizations.
DME, Long Term Care Facility and/or Pharmacy experience preferred
Ability to manage multiple clients and deliverables simultaneously in a high energetic/fast paced environment.
Desire to take ownership of all clients' issues and concerns, deliver great client service and communicate timely and effectively.
Flexibility to work collaboratively with co-worker.
Be proactive and remain current with pharmacy and industry initiatives to keep the client ahead of the curve.
Ability to travel and present to clients, as required.

TRAVEL REQUIREMENTS

Expected daily mileage up to 3 hours or 180 miles per day. Such mileage can vary in accordance with business operational needs.

Compensation: $42,000-$55,000 annually, depending on experience.

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Field Customer Service Representative