Customer Service Representative

Ephrata, PA | Clerical and Administrative | Tracking Code: 75942

Job Description:

Under general supervision, provides customer service for the WellSpan Medical Equipment, 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. Greets and waits on customers, via phone and in person.
  2. Distributes all incoming faxes to appropriate staff /location.
  3. Answers the telephone and receives patient orders from different referral sources, documenting all necessary information.
  4. Handles 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.
  5. Is responsible for having product knowledge of current inventory as well as other products currently available in the marketplace.
  6. Communicates and interacts well with all departments of WellSpan Medical Equipment. and other agencies, (i.e. doctors' offices, hospitals, nursing homes, etc.).
  7. Communicates and interacts with insurance companies on case to case basis
  8. Processes paperwork within 48 hours of services rendered. This includes timeliness (according to WellSpan Medical Equipment. 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.
  9. Assists with data entry and filing.
  10. Assists with other projects as needed.
  11. Assists retail staff as needed.



  • Minimum Experience:
    • Previous experience in customer service
    • Min Field of ExpertiseDurable medical equipment (DME) experience preferred
    • Req Courses/TrainingCompletes annual mandatory WellSpan LMS training. Completes competency training as required. Attends product in-services and training sessions.
  • 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; is able to answer the majority of customer inquiries; exercise judgment and discretion, and function independently within authorized limits; maintains excellent customer relations at all times; good telephone skills; knowledge of and ability to use computers with WellSpan Medical Equipment’s billing and inventory software, cash register, photocopier, and Right Fax.
    • Works Saturday hours 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. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

Quality of Life

Lancaster City was the capital of Pennsylvania from 1799 to 1812. Today, Lancaster County includes a vibrant downtown business district, desirable suburban neighborhoods and sprawling agricultural farms. Life in Lancaster County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, an independent professional baseball team, fine dining and more. When visiting Lancaster, one can't help but recognizing the influence of the Pennsylvania Dutch — farm-to-table and beyond.

Conveniently located in southcentral Pennsylvania, Lancaster is within an easy commute to major cities and has ready access to public transportation. Residents can find local employment in healthcare, tourism, public administration, manufacturing, and both professional and semi-professional services. (Patient population: 535,000)