Customer Service Representative - (WellSpan Medical Equipment) - New Holland - Full Time

New Holland, PA | Clerical and Administrative | Tracking Code: 51860

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General Summary:


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:


The following are essential job 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 products 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.

Required Skills

Minimum Education:               

High School or G.E.D.


Minimum Experience:           

Previous experience in customer service




Minimum Field of Expertise:           

Durable medical equipment (DME) experience preferred



Required Courses/Training: 

Completes 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.






Ability to communicate clearly, verbally and in writing


Good memory retention and accuracy to detail required


Fully conversant with products and company fitting and delivery procedures


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 tool





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

Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,200 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, six respected hospitals, more than 15,000 employees, and 140 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.

Quality of Life
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)

Equal Opportunity Employment

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.

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