Retail Customer Services Representative (Full Time)

About North Country Healthcare (NCH): 

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a valued team member this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. 

Position Summary: 

Adhering to System Values, Service Excellence, and Standards of Behavior, the Customer Service Representative (CSR) serves as a central point of coordination for the daily operations of Home Medical Supplies, providing professional and compassionate customer service while supporting the timely and accurate delivery of durable medical equipment (DME), supplies, and related services. This position is responsible for assisting patients, caregivers, healthcare providers, hospice agencies, and other referral sources; processing orders and supporting documentation; coordinating equipment deliveries and pickups; assisting with insurance and billing-related processes; maintaining accurate records; and supporting retail and inventory operations. 

The CSR works collaboratively with respiratory therapists, delivery personnel, billing staff, healthcare providers, and other team members to promote continuity of service and a positive customer experience. Success in this role requires strong communication, organization, attention to detail, adaptability, sound judgment, and the ability to manage multiple priorities effectively in a fast-paced healthcare environment. 

Essential Qualifications: 

Education:  

• High School Diploma or GED is Required 

• Additional education or coursework in healthcare, medical office administration, business, customer service, or a related field preferred.  

Certification or Licensure: 

• Customer service, healthcare administration, medical terminology, insurance, billing, or other relevant certification or training preferred. 

• All employees and contracted staff will have either successful completion of an American Heart Association* accredited course in Basic Life Support (BLS), or ACLS and PALS combined. (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis. *Refer to the NCH Life Support Certification Policy for position specific requirements. 

Skills: 

• Strong interpersonal, verbal, and written communication skills with the ability to provide professional, compassionate, and responsive customer service. 

• Excellent organizational and time-management skills with the ability to prioritize competing responsibilities and maintain accuracy in a fast-paced environment. 

• Strong attention to detail when reviewing orders, documentation, patient information, and insurance-related information. 

• Proficiency with computers, electronic record systems, and standard office applications. 

• Ability to communicate effectively with patients, caregivers, healthcare providers, hospice agencies, insurance representatives, and internal team members. 

• Ability to work independently, use sound judgment, and recognize when clinical, billing, or supervisory assistance is necessary. 

• Ability to maintain confidentiality and handle patient and organizational information appropriately. 

• Ability to adapt to changing priorities while maintaining a professional, positive, and solution-oriented approach. 

• Ability and willingness to learn DME products, insurance requirements, departmental procedures, and evolving operational workflows. 

• Demonstrated commitment to teamwork, reliability, accountability, accuracy, and exceptional customer service. 

Work Experience: 

• Previous customer service experience is preferred but not required. Training will be provided to candidates who demonstrate the necessary skills and aptitude for the position. 

• Previous customer service experience in healthcare, durable medical equipment, home medical supplies, medical office operations, insurance, billing, retail healthcare, or a related environment preferred.  

• Experience working with electronic records, order processing, insurance verification, point-of-sale systems, or healthcare-related documentation preferred. 

Essential Functions: 

• Serves as a primary point of contact for incoming telephone calls, walk-in customers, patients, caregivers, healthcare providers, hospice agencies, and other referral sources, providing courteous, compassionate, and timely assistance. 

• Responds to customer inquiries, addresses concerns within the scope of the position, and appropriately directs or escalates questions requiring clinical, billing, or supervisory assistance. 

• Monitors and manages incoming referrals, faxes, orders, and supporting documentation, reviewing information for completeness, accuracy, and appropriate processing. 

• Identifies missing or incomplete information and communicates with patients, healthcare providers, referral sources, clinical staff, and other appropriate parties to obtain necessary documentation and prevent delays in service. 

• Initiates, processes, and coordinates orders for durable medical equipment, medical supplies, hospice-related equipment and services, orthopedic bracing, and retail products in accordance with established procedures. 

• Assists with insurance eligibility verification, benefit checks, prior authorization processes, and basic billing inquiries within established procedures and scope of responsibility. 

• Coordinates hospice equipment deliveries, pickups, exchanges, and other service requests with delivery personnel, clinical staff, referral sources, and other appropriate team members. 

• Assists customers in selecting appropriate retail products, provides general product information within the scope of the position, and processes point-of-sale transactions accurately. 

• Maintains a clean, organized, professional, and welcoming retail environment, including stocking merchandise, monitoring product availability, and assisting with the presentation of retail products. 

• Supports inventory accuracy by assisting with routine inventory counts, monitoring stock levels, and accurately documenting inventory transactions in accordance with departmental procedures. 

• Maintains complete, accurate, and timely patient, order, service, and transaction documentation within applicable electronic systems and departmental records. 

• Prioritizes and manages multiple responsibilities, including incoming calls, walk-in customers, order processing, documentation, service coordination, and administrative tasks, while meeting established service expectations. 

• Collaborates effectively with respiratory therapists, delivery personnel, billing staff, healthcare providers, hospice agencies, and other internal and external partners to promote continuity, accuracy, and timely delivery of services. 

• Identifies workflow concerns, service issues, or operational needs; communicates concerns appropriately; and contributes to process improvements that support efficiency, accuracy, customer satisfaction, and departmental operations. 

• Demonstrates professionalism, reliability, confidentiality, adaptability, accountability, and teamwork while performing assigned responsibilities and other duties necessary to support departmental operations. 

1. Performs additional duties as assigned. 

Work Environment Considerations:  

Office Setting: Continuously 

Clinical Environment: Frequently 

Remote Work: Never 

Travel Requirements: Rarely 

On-Call Requirements: Rarely 

Physical Demands and Work Environment: 

Mental Demands: 

• Ability to maintain sustained concentration and attention to detail for extended periods while performing hands-on patient care and operational tasks. 

• Ability to assess, interpret, and respond appropriately to changing patient conditions, environmental factors, and safety concerns in a fast-paced healthcare environment. 

• Ability to exercise sound judgment, critical thinking, and problem-solving skills during routine and emergency situations. 

• Ability to prioritize multiple tasks simultaneously while meeting productivity, quality, and patient care expectations. 

• Ability to communicate effectively and professionally with patients, families, physicians, and interdisciplinary team members through verbal, written, and auditory methods. 

• Ability to comprehend, retain, and apply complex instructions, policies, procedures, and technical information. 

• Ability to perform work requiring frequent mental alertness, situational awareness, and coordination while standing, walking, lifting, and using fine motor skills for prolonged periods. 

• Ability to adapt to interruptions, changing workflows, varying patient volumes, and evolving clinical priorities with professionalism and composure. 

• Ability to work safely and effectively in environments involving exposure to body fluids, chemicals, medical equipment, and other healthcare-related hazards while adhering to infection prevention and safety protocols. 

• Ability to accurately distinguish colors, sounds, visual cues, and monitor readings necessary for safe patient care and equipment operation. 

• Ability to maintain emotional stability, professionalism, and effective interpersonal interactions during stressful, sensitive, or physically demanding situations. 

• Ability to collaborate effectively as part of a multidisciplinary healthcare team while maintaining confidentiality and compliance with organizational standards. 

North Country Healthcare is committed to providing equal employment opportunities to all applicants and employees. North Country Healthcare and its affiliates do not exclude people or treat them differently because of race, color, national origin, age, disability or any other protected class. Employment decisions are made based on job related qualifications, skills, and business needs, and without unlawful discrimination in accordance with applicable federal, state, and local laws. 

North Country Healthcare provides reasonable accommodation to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, as required by law. Applicants who require reasonable accommodation to complete the application process, participate in interviews, or undergo pre-employment testing should contact NCHRecruiting@northcountryhealth.org. 

Acknowledgment: 

I have read, understand, and agree that I can meet the requirements of this job description. Furthermore, if accepted for employment, I commit to fulfilling the responsibilities of this position and adhering to all standards.