Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Customer Service Representativein ourOntario, CAoffice to assist our customers with their telephone orders. The position has a set schedule, Monday through Friday, no nights or weekends.

The Customer Service Representative will support customers and sales team members, recording information in the system, place supply orders, and provide a world-class customer service experience.

JOB RESPONSIBILITIES:

- Create accounts to ship orders generated by incoming telephone calls, faxes, provider portals, physician emails, referral sources, and customers.
- Make outbound calls to customers, physicians, and referral sources to facilitate the customer onboarding and order shipping processes.
- Enter orders in the system in use in a timely manner ensuring compliance with SHC, and 3 rd party regulations.
- Attend to walk‑in customers.
- Obtain support documentation and prior authorizations to ensure SHC compliance.
- Completes assigned 5‑day callbacks to maintain customer satisfaction levels.
- Utilizing the system in use works the document requests screen and hold screen to ensure timely shipping of pending orders.
- Resolve customer challenges, communicate customer challenges to immediate supervisor for training, coaching,



guidance, and procedural review.
- Attend and participate in weekly meetings.
- Upsell and cross‑sell to meet customer needs.
- Maintain knowledge of quantity guidelines and 3 rd party requirements by learning and reviewing on a regular basis.
- Document all account interactions/activities in CSR notepad.
- Maintain product knowledge with respect to SHC offering.
- May be required to learn and understand tube feeding requirements and enteral feeding pump operation with a level of expertise in line with an individual’s ability to train a patient in the absence of a Registered Dietitian to ensure successful hospital discharge and home use.
- May be required learn and understand enteral feeding pump trouble shooting processes to ensure functionality and timely justified replacement of enteral feeding pumps.
- Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

QUALIFICATIONS:

- High school diploma or equivalent
- 2+ years customer service experience, preferably in the healthcare industry
- Proficiency in Microsoft 365 (Excel, Outlook, PowerPoint, Word, SharePoint, Teams) and other standard productivity tools.
- Strong written and verbal communication abilities.
- Good decision making and problem resolution ability




- Knowledge of third‑party billing preferred
- Strong organizational skills with the ability to manage multiple priorities and respond to changing business needs.
- A thorough understanding of HIPAA regulations, requirements, and guidelines, familiar with the privacy and security rules and how they apply to healthcare.

SALARY & BENEFITS:

- $20-21/hour
- Medical, Dental, and Vision
- 401(k) with Company Match
- Sick and Vacation Days
- Adaptable Spending Account
- Life & Disability Insurance
- Education Assistance
- Employee Referral Program

PHYSICAL DEMANDS:

- This is primarily an office‑based role with less than 10% of required travel. Travel may be to the corporate location to attend training.
- While performing the duties of this job, the employee is regularly required to sit, use a computer, keyboard, mouse, phone, and standard office equipment, and communicate verbally and in writing.
- The employee is frequently required to use hands and fingers to handle documents, operate office equipment, type, file, copy, scan, and perform other administrative tasks.
- The employee is occasionally required to stand, walk, bend, reach, stoop, or move within the office.
- The employee may occasionally lift, carry, push, or pull office supplies, files, meeting materials, or packages weighing up to 25 pounds.
- Specific vision abilities required for this role include close vision and the ability to view a computer screen, read documents, review data, and prepare written materials for extended periods.
- Reasonable accommodation may be provided to enable individuals with disabilities

📌 Customer Service Representative- Onsite (Northeastern Ontario)
🏢 Shield California Health
📍 Northeastern Ontario