POSITION DESCRIPTION / PERFORMANCE EVALUATION
Job Title: DME Customer Service Supervisor Supervised by: Operations Manager
Prepared by: __________________________________ Approved by: ___________________________
Date: ________________________________________ Date: _________________________________
Job Summary: Responsible for implementing business office programs and procedures required to process
appropriate and accurate claims for all services provided.
DUTIES AND RESPONSIBILITIES:
E = Exceeds the Standard M = Meets the Standard NI = Needs Improvement
Demonstrates Competency in the Following Areas: E M NI
Complies with all applicable company policies and procedures. 2 1 0
Ensures that all billing, posting, insurance denials and related inquiries are handled in an 2 1 0
accurate and timely manner.
Orients/trains all office personnel in their specific responsibilities and duties. 2 1 0
Verifies client eligibility for equipment/service. 2 1 0
Assists with implementation of the performance improvement and corporate compliance 2 1 0
programs to adhere to the company’s, applicable state, federal and local laws and
regulations and JCAHO standards.
Oversees the coordination of all client information and the processing of paperwork, 2 1 0
including preparation of the file for the Billing Department.
Ensures client records are established and that all client information and records are 2 1 0
current and complete.
Ensures insurance eligibility is verified by customer service representatives. 2 1 0
Resolves client problems and complaints. 2 1 0
Performs over-the-counter sales functions; handles cash transactions efficiently and 2 1 0
accurately. Ensures end-of-the-day cash account balances.
Maintains a working knowledge of current home care products and services offered by the 2 1 0
company and all applicable insurance guidelines regarding eligibility for coverage and
Performs all aspects of client care in an environment that optimizes client safety and 2 1 0
reduces the likelihood of medical/health care errors.
Monitors and records client, physician and referral source communications. Notifies 2 1 0
appropriate personnel if a particular service or response, within the scope of
responsibilities, is required.
Ensures accounts are processed and appropriate records are maintained in a timely 2 1 0
Maintains adequate amount of supplies. 2 1 0
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Professional Requirements: E M NI
Adheres to dress code, appearance is neat and clean. 2 1 0
Completes annual education requirements. 2 1 0
Maintains regulatory requirements. 2 1 0
Maintains client confidentiality at all times. 2 1 0
Attends inservices, as appropriate. 2 1 0
Represents the company in a positive and professional manner in the community. 2 1 0
Actively participates in performance improvement and continuous quality improvement 2 1 0
Attends management meetings as appropriate. 2 1 0
Reports to work on time and as scheduled. 2 1 0
Wears identification while on duty. 2 1 0
Resolves personnel concerns utilizing the grievance process as required. 2 1 0
Ensures compliance with policies and procedures regarding operations, fire, safety and 2 1 0
Complies with all organizational policies regarding ethical business practices. 2 1 0
Communicates the mission, ethics and goals of the company. 2 1 0
Total Points ___ ___ ___
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High school diploma and minimum of two (2) years experience in the medical field, preferably in a supervisory
capacity with billing and customer service responsibilities.
AA degree in business related courses.
Able to communicate effectively in English, both verbally and in writing.
Additional languages preferred.
Excellent computer skills.
Ability to file, perform accounting functions, maintain records, understand reimbursement requirements and
has good typing/computer and telemarketing skills.
Knowledgeable in all the major insurance carrier reimbursement guidelines and eligibility for coverage by third
Familiar with all lines of equipment and supplies to meet client needs.
For physical demands of position, including vision, hearing, repetitive motion and environment, see following
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions of the position without compromising client care.
I have received, read and understand the Position Description/Performance Evaluation above.
Name/Signature Date Signed
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JOB TITLE: DEPARTMENT:
NAME: # HOURS/WORKDAY:
DEVELOPED BY: DATE DEVELOPED:
MANAGER SIGNATURE: DATE:
CHECK APPROPRIATE BOX FOR EACH OF THE FOLLOWING ITEMS TO BEST DESCRIBE THE EXTENT OF THE SPECIFIC
ACTIVITY PERFORMED BY THE STAFF MEMBERS IN THIS POSITION
PHYSICAL DEMANDS WORK ENVIRONMENT
On-the-job time is spent in the following physical activities This job requires exposure to the following environmental conditions.
Show the amount of time by checking the appropriate boxes below. Show the amount of time by checking the appropriate boxes below.
Amount of Time Amount of Time
None up to 1/3 to 2/3 and None up to 1/3 to 2/3 and
1/3 1/2 more 1/3 1/2 more
Stand: Wet, humid conditions (non-weather):
Walk: Work near moving mechanical parts:
Sit: Fumes or airborne particles:
Talk or hear: Toxic or caustic chemicals:
Use hands to finger, handle or feel: Outdoor weather conditions:
Push/Pull: Extreme cold (non-weather):
Stoop, kneel, crouch or crawl: Extreme heat (non-weather):
Reach with hands and arms: Risk of electrical shock:
Taste or smell: Work with explosives:
Risk of radiation:
This job requires that weight be lifted or force be exerted. Show how Vibration:
much and how often by checking the appropriate boxes below.
Amount of Time The typical noise level for the work environment is:
Check all that apply.
None up to 1/3 to 2/3 and
Very Quiet Loud Noise
1/3 1/2 more
Quiet Very Loud Noise
Up to 10 pounds:
Up to 25 pounds:
Up to 50 pounds:
Up to 100 pounds:
Ability to hear alarms on equipment
More than 100 pounds:
Ability to hear client call
Ability to hear instructions from physician/department staff
This job has special vision requirements. Check all that apply.
REPETITIVE MOTION ACTIONS
Close Vision (clear vision at 20 inches or less) Number of Hours
Distance Vision (clear vision at 20 feet or more) Repetitive use of foot control 0 1-2 3-4 5-6 7+
Color Vision (ability to identify and distinguish colors) A. Right only
Peripheral Vision (ability to observe an area that can
B. Left Only
be seen up and down or to the left and right while
eyes are fixed on a given point)
Depth Perception (three-dimensional vision; ability Repetitive use of hands
to judge distances and spatial relationships) A. Right only
Ability to Adjust Focus (ability to adjust eye to B. Left Only
bring an object into sharp focus) C. Both
No Special Vision Requirements Grasping: simple/light
A. Right only
Specific demands not listed: ________________________________
B. Left Only
_______________________________________________________ C. Both
_______________________________________________________ Grasping: firm/heavy
_______________________________________________________ A. Right only
_______________________________________________________ B. Left Only
_______________________________________________________ C. Both
Note: Reasonable accommodations may be made to enable individuals A. Right only
with disabilities to perform the essential functions of this position. B. Left Only
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PERFORMANCE EVALUATION CONTINUATION PAGE
Staff Member: Job Title:
Performance Evaluation Score:
# of total points achieved 80 - 100% exceeds standards
50 - 79% meets standards
_________________________ X 100 = _________% 0 - 49% needs improvement
(# questions x 2)
Staff Member Comments:
Actions Recommended by Department Manager:
Performance Review Only Salary Increase: _____________
Next Performance Review on: _____________ Salary Increase Denied
Staff Member Signature Date
Department Manager Signature Date
Administrative Signature Date
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ANNUAL PROFESSIONAL PERFORMANCE AND COMPETENCY EVALUATION
As a member of the Company’s personnel team, your comments and input are important to both the
continuing development and quality provision of client care and services of the institution. Your continued
professional growth and job satisfaction are primary goals of the organization. The administrative team and
your department supervisor are interested in your comments regarding the following:
1 - 5
(1 = poor, 5 = excellent)
1. How would you rate your current job satisfaction level?
2. How would you rate your current job performance?
3. How would you rate the organization’s provision of personnel benefits?
4. How would you rate the organization’s provisions for personnel continuing education?
5. How would you rate the organization’s physical working environment?
6. How would you rate the organization’s emotional working environment?
7. List your professional goals:
8. List any departmental goals that may differ from professional goals (include educational and
9. Is there anything the organization can do to help you achieve any of these goals?
10. If so, please describe:
11. Comments you feel may assist the organization with improving personnel satisfaction levels:
Note: This organization pledges to utilize information provided for the sole purpose of improving personnel
satisfaction and assisting the author with achievement of advanced personal and/or professional
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