Delivery/ Customer Service Technician
Req #: 41446
Full Time
Shift: Days
Customer Service
United Health Services Home Care PHC
Johnson City, NY
Weekly hours: 40

Customer Service Technician, Professional Home Care Johnson City, New York

United Health Services is seeking a Customer Service Technician to join our Professional Home Care Team in Johnson City, NY. This is a position involving delivery of goods to patient’s homes. The ideal candidate will be a reliable customer service professional. This is a Full Time/ BENEFITS-ELIGIBLE position.

Shift: Days
Hours per week: 40
Salary range: $15.00- $20.25/hour, depending on experience

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Customer Service Technician Overview

Under general supervision, Customer Service Technicians provide timely and efficient delivery of equipment and supplies. They recognize and advise appropriate personnel when follow up is needed from other departments or agencies. They are responsible for understanding performance criteria and documentation requirements for company records, delivery standards, Department of Transportation (DOT) Safety and Hazardous Materials Regulations, as well as those from the Occupational Safety and Health Administration (OSHA). The Customer Service Technicians must have full knowledge of the company's HIPAA privacy policies and procedures, sustain a safe driving record, and maintain Professional Home Care vehicles.

Customer Service Technician- Key Responsibilities and Expectations

  • Performs respiratory equipment setups and deliveries on adult and pediatric patients including stationary and/or portable oxygen setups, liquid setups, and self-fill system setups, along with hi flow concentrator setups requiring one or two concentrators, dependent upon availability and nebulizer setups. Services apnea monitor equipment, suction, and humidification under the direction of respiratory clinicians. Provides maintenance service for rentals and maintenance contracts, per manufacturer recommendations.
  • Performs durable medical equipment setups and deliveries on adult and pediatric patients including wheelchairs, hospital beds, seat lift chairs, Wallaby units, commodes, walkers, transfer benches, bath benches, canes, patient lifts, trapezes, and alternating pressure pads and pumps. Provides maintenance service for rentals and maintenance contracts, per manufacturer recommendations.
  • Plans deliveries in a fluid pattern, while being mindful of time constraints, time needed to execute the service call and any special requirements of the delivery or pick up. Responsible for calling the patient or care giver prior to the arrival and calling again to advise, if not able to meet the expected time of arrival.
  • Efficiently provides primary education to the patient, caregiver, and/or referral source for all the respiratory and durable medical equipment set ups. Ensures they are comfortable with the equipment before leaving the home or hospital. Education includes purpose and description, basic operating instructions, trouble shooting, correct use of supplies, safety precautions, cleaning and disinfecting of equipment, maintenance, demonstrating equipment use and return demonstration, as well as appropriate storage and transport of the equipment.
  • Ensures all necessary paperwork is explained to patients and/or caregivers. Explanation includes company policies, procedures, and phone numbers to use in case of equipment emergencies; explaining financial paperwork from patient Account Representative, along with providing phone numbers for financial questions; and ensuring paperwork is signed and dated by patient and/or caregiver, as well as by themselves. Copies of the paperwork are provided, and Professional Home Care's equipment, supplies and services are promoted.
  • Ensures check, money order or cash is secured for Cash on Delivery (COD), records amount on delivery ticket and provides patient and/or caregiver with receipt. Transcribes credit card information, including expiration date and security code, on the receipt. Turns copies of receipts into our facility upon arrival.
  • Remains available always through answering service, including weekends and holidays, to meet patients' and referral sources' needs. Responds to answering service pages within 10 minutes and provides alternative means of contact if out of the phone service area making deliveries. Fills out appropriate paperwork for delivery and obtains DVS numbers from Medicaid, as well as other necessary patient insurance information.
  • Arranges for pickup of equipment and supplies in a timely and efficient manner. Bags and tags "dirty and contaminated" equipment prior to placing it in the Professional Home Care van, using Personal Protective Equipment (PPE) as needed, and using good hand hygiene. Properly disposes of cardboard and hazardous waste, in accordance with policies and procedures.
  • Documents serial and lot numbers on paperwork for equipment management and safety purposes. Corrects quantities, addresses, phone numbers, as needed, and notifies appropriate personnel of changes. Turns paperwork in daily to ensure follow up processes are completed in a timely and efficient manner.
  • Switches out equipment to ensure patient safety. Carries additional items and parts on the Professional Home Care van to enable repair in the patient's home, when possible. Contacts appropriate personnel if special parts need to be ordered. Documents model number to aid in ordering parts and locating replacement parts in equipment manual.
  • Maintains interior and exterior of Professional Home Care vehicles. Advises Customer Service Manager when oil changes, maintenance or repairs need to be scheduled, and registration and inspection needs to be updated. Fills out and turns in daily all shipping papers, vehicle inspection reports (prior to going out on deliveries), completed delivery logs and on call logs. Ensures infection control kits are restocked, Safety Data Sheet books, coolers and soft goods are on the van, and cylinders and equipment are properly secured in vehicles.
  • Demonstrate commitment to organizational Values of Compassion, Trust, Respect, Teamwork, and Innovation

Position Qualifications

Minimum:

  • High School Diploma or Equivalent with a clean driving record.
  • Experience working with hazardous waste and flammable gases responsibly, driving in unfavorable conditions and at night, as well as working with minimal direct supervision.
  • Current NYS Driver's License

Employee Benefits at United Health Services

When you work at United Health Services, you become part of our family. We’re proud to offer competitive benefits and compensation to our employees who make an impact every day.

  • Health, dental, and vision insurance
  • Voluntary benefits, including cancer, pet, and life insurance
  • 403(b) retirement plan with company match model
  • Immediate accrual of paid time off
  • Wellness program rewards and insurance discounts
  • Employee Assistant Program (EAP) counseling and concierge services
  • Free, extensive online training through HealthStream
  • [LAST BULLET ABOUT ASSOCIATED EDUCATION BENEFITS PER POSITION]

About United Health Services

United Health Services is a not-for-profit healthcare system serving more than 500,000 people in Upstate New York’s Southern Tier region. We offer integrated healthcare services across 60 locations, including four hospitals, three walk-in centers, and 22 primary care offices, in addition to home care services and senior living facilities. The United Health Services system employs more than 6,300 people and comprises 600+ providers who are all committed to providing and supporting the delivery of exceptional patient care.

United Health Services employees and providers are “LOVED!” This means we’re Living Our Values Every Day. Here, you’ll join a team that is dedicated to values-based, coordinated patient care. Every day, we outwardly live our Values of Compassion, Trust, Respect, Teamwork, and Innovation.

About New York’s Southern Tier

As an employee of United Health Services, you’ll call the Southern Tier, or more specifically, the Greater Binghamton area, home. Known for entertainment and restaurants, craft brews, outdoor experiences, minor-league sports, family-friendly events, and a keenness for local history (like our connection to the Twilight Zone and our six antique carousels), Greater Binghamton offers something for everyone. We’re a short drive away from the Finger Lakes region in Central New York, three hours from New York City, and just shy of four hours from Niagara Falls, Canada.

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United Health Services in an Equal Opportunity Employer.

United Health Services, Inc. and the members of the UHS System neither are affiliated with, sponsored, endorsed nor approved by, nor otherwise associated with, Universal Health Services, Inc. (NYSE: UHS), UHS of Delaware, Inc. nor their affiliates, which can be found at www.uhsinc.com.

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Benefits That Make A Difference

While you’re making a difference in the health and well-being of our patients and communities, United Health Services takes care of you. We are proud to be able to offer our employees and providers a comprehensive benefits package that supports their needs today and for the future with a competitive retirement plan; comprehensive health, dental, vision and health savings and spending accounts; wellness programs that empower our employees to stay healthy and balance work and life goals; group life and disability options; and a generous paid time off (PTO) program. On top of that, we invest in you by offering tuition reimbursement and other programs designed to help you grow your career. The majority of these benefits are available to you for working at least 24 hours per week.

These are just a few of the perks and benefits you can expect when you join the United Health Services team. Be sure to ask your recruiter about all the benefits associated with the position you’re applying for.

Why United Health Services?

We are one of the region’s top employers with an excellent reputation for the care we provide. Our pay, benefits and perks are very competitive. We’re compassionate about patients and respectful of each other. We offer you the stability, size, scope and capabilities of big city health systems, but with the trust and familiarity of more personalized care. We’re engaged with our communities. And, we recognize the importance of work-life balance. Discover the difference you can make, here with us, at United Health Services.

About Our Region

Binghamton, a friendly and close-knit city in Broome County, offers beautiful and affordable homes in downtown, suburban and rural settings, as well as good public and private schools. Nightlife and cultural activities include craft breweries, restaurants and award-winning wineries. First Fridays celebrate local artists and there are frequent music and food festivals. Outdoor activities also abound, from skiing and golf to hiking, biking and more.