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Customer Service Representative in Los Angeles, CA at Joerns Healthcare

Date Posted: 2/5/2018

Job Snapshot

Job Description

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.

We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.


At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.

Position Summary

The Customer Service Representatives primary responsibility is to respond to inbound calls or emails in a call center. Make outbound calls as necessary to resolve customer issues. This position requires maintaining relations with a variety of customers /clients.

Job Requirements

  • Maintain a working knowledge of Joerns HealthCare products and services offered to clients/companies
  • Receives all incoming calls from customers needing delivery or service
  • Process order, schedule delivery and / or pick up via phone or web portal orders
  • May conduct follow ups with facilities and staff
  • Collect, screen and evaluate information to identify and pursue opportunities, which improve all aspects of patient care and services, thereby increasing client satisfaction
  • Accurately track and record data used to identify patient orders and outcomes
  • Resolve problems regarding documentation issues and may assist in researching and resolving discrepancies
  • Expected to grow knowledge base during and post new hire training for different customer programs
  • Provide daily logs and necessary paperwork to fulfill daily practices
  • Remain familiar with Medicare/Medicaid and other insurance guidelines, realizing the effect they have on the referral sources
  • Maintain client confidentiality in accordance with all state and federal regulatory standards, nd for the dignity and respect of the patient
  • Follow HIPPA guidelines.
  • Work with all Supervisors and / or Managers to understand Team Key Performance Indicators such as Service Level, Cycle Time or Customer Satisfaction
  • Held accountable for individual performance indicators such as Contacts Per Hour, Handle Time, Talk Time, After Call Work Time
  • Ability to work extended hours based on business needs when necessary
  • All employees are required to attend education workshops on excellent customer service, review pertinent industry literature, attend in-services on new product(s) and technology when provided, and avails self of audio and videotapes for additional training

Required Education

High School diploma or equivalent

Required Skills & Experience

  • Must be dependable to adhere to schedule, be on time to work and follow through with customers
  • Excellent written and verbal communication skills and proficient with use of computer and software applications including MSWord, MSExcel
  • Ability to read and comprehend simple and sometime complex instructions, short and long correspondence, and memos
  • Ability to write simple and complex correspondence
  • Ability to present information over the phone clear and concise.

Preferred Skills, Experience & Education

  • Experience with multi-product industry call center highly preffered 
  • Experience in healthcare industry (DME, wound support surfaces) is very helpful
  • Ability to deal pleasantly, patiently, and effectively with customers and co-workers
  • Strong communication skills with the capacity to make independent decisions
  • Experience using a computer, and have excellent organizational skills
  • Very detail oriented

Joerns Healthcare is an Equal Opportunity Employer