Customer Service Rep

Lebanon, PA | Clerical and Administrative | Tracking Code: 64210

Job Description:

Under general supervision, provides customer service for the retail sales in the stores, including both walk-in and phone customers. Assists customers in product selection, education and minimizing out-of-pocket expenses by verifying insurance as applicable.


Duties and Responsibilities

Essential Accountabilities:

  1. Is responsible for opening and closing of the store at the designated time. Ensures the phones are switched to the answering service appropriately when the store opens and closes and that all doors are locked before leaving for the day.
  2. Greets and waits on customers, both phone and walk-in.
  3. Answers the telephone and receives patient orders from different referral sources, documenting all necessary information. Reviews all incoming faxes on a daily basis.
  4. Is responsible for daily cash sheet balances. In some cases, a monthly balance sheet will be required.
  5. Handles a large majority of customer inquiries and complaints. Follows through to completion. In the event that this is not possible, the customer will be referred to the appropriate employee or manager who can assist.
  6. Maintains appearance of the store when necessary, i.e., vacuums, cleans windows, dusts, empties trash, etc. Notifies manager of any problems with the building, such as heating and plumbing.
  7. Is responsible for having product knowledge that not only includes current inventory, but also extends to other products currently available in the marketplace. Keeps current by reviewing magazines, videotapes, etc..
  8. Communicates and interacts well with all departments of GSH Home Med Care, Inc. and other agencies, (i.e. doctors' offices, hospitals, nursing homes, etc.).
  9. Assists the Purchasing Clerk in maintaining all inventory levels to meet customer needs. Notifies Purchasing Clerk of items in assigned area that need to be ordered on a weekly basis. Restocks shelves, and notifies customers within two (2) business days of the ordered product’s arrival.
  10. Processes paperwork within 48 hours of services rendered. This includes timeliness (according to GSH Home Med Care, Inc. guidelines), completeness, and verification of insurance benefits. Initial phone and/or fax orders are addressed within 24 hours of receiving the request. Oxygen orders are addressed within one (1) hour of receiving the request.
  11. Assists with data entry and filing when needed.
  12. Makes deliveries on an as-need-basis (rare).
  13. Performs on-call and delivery duties on a rotating schedule, if applicable.


  • Minimum Experience:
    • Previous experience in customer service
    • Min Field of ExpertiseDurable medical equipment (DME) experience preferred
    • Req Courses/TrainingCompletes annual mandatory Med University Courses. Maintains current documentation on in-service record. Completes competency training annually on appropriate equipment. Attends product in-services and training sessions. Attends a minimum of 75 percent of staff meetings.
  • Minimum Education:
    • High School or G.E.D.
  • Skills:
    • :Ability to communicate clearly, verbally and in writing; good memory retention and accuracy to detail required; are fully conversant with products and company fitting and delivery procedures; are able to answer the majority of customer inquiries; exercise judgment and discretion, and function independently within authorized limits; maintains excellent guest relations at all times; good telephone skills; knowledge of and ability to use computers with EME’s billing and inventory software, cash register, photocopier, calculator, fax machine, tape measure, and small hand tools
    • Must possess a valid driver’s license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management. Works Saturday hours at the Ephrata store on a rotating schedule, usually one (1) per month, but sometimes two (2) or three (3) per month
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Why WellSpan Health?

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization comprises a multispecialty medical group of more than 1,600 physicians and advanced practice providers, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 20,000 employees and 200 patient care locations. WellSpan is a charitable, mission-driven organization committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Employment Benefits

  • Sign-on incentives for new employees (click here for details)
  • Medical, dental and vision insurance
  • Life and accidental death insurance
  • Supplemental life insurance
  • Retirement savings plan
  • Paid time off (PTO)
  • PTO bridging
  • Short-term disability
  • Educational assistance
  • Forgivable loan
  • Flexible spending
  • Credit union
  • Employee recreational activities
  • Childcare
  • Complimentary medicine discounts

Diversity & Inclusion

Welcome. Respect. Value.

Wellspan Health believes that diversity includes all the human characteristics that make each of us similar as well as different. We strive to make every person feel welcomed, respected, and valued while creating a safe and inclusive environment where we all have the individual freedom to express our uniqueness in a respectful manner.

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

Quality of Life

Formed in 1813, Lebanon is a quaint city of 25,700 residents. The area, rich in heritage and the small-town charm of yesteryear, features sites on the National Register of Historic Places, museums, scenic parks and recreation facilities, performing arts theaters, artists' studios, a farmers' market and dining establishments for all tastes.

Life in Lebanon County offers affordable housing and options for pursuing higher education. Residents can find local employment in manufacturing, retail, arts and entertainment, healthcare and service sectors. Located in southcentral Pennsylvania, Lebanon is within an easy driving distance to Harrisburg, Lancaster, Reading and York. (Patient population: 140,000)