Job Description
Job Description
Job Summary
We are seeking a Customer Service Representative (CSR) with experience in Durable Medical Equipment (DME/HME) to join our team. The CSR is responsible for answering calls, processing orders, verifying insurance, and providing outstanding service to patients, caregivers, healthcare providers, insurance companies, and vendors. This role requires strong communication skills, attention to detail, and the ability to coordinate across departments to ensure timely and accurate delivery of equipment and services.
Key Responsibilities
Customer Interaction & Support
- Answer and manage inbound/outbound calls from patients, caregivers, providers, insurance companies, and vendors.
- Respond to inquiries, explain services, and provide accurate information about DME/HME products, insurance coverage, and order status.
- Educate patients and caregivers on the proper use and care of DME items.
- Ensure patients feel supported and valued by delivering professional, empathetic, and solution-focused service.
- Escalate unresolved concerns or inquiries to the supervisor.
Order Management & Intake
- Process incoming and outgoing orders accurately and efficiently.
- Create, update, and distribute orders, including faxing or mailing as needed.
- Verify insurance eligibility, benefits, and patient qualifications for equipment.
- Coordinate with delivery staff, technicians, and warehouse teams to schedule and track deliveries or pickups.
- Assist with troubleshooting and resolving order or delivery issues.
Documentation & Compliance
- Document all patient interactions, order activity, and communications in Brightree or other order management systems.
- Maintain compliance with HIPAA and company policies regarding patient records.
- Prepare and update required forms, including letters of medical necessity.
- Support prior authorization requests (PAR) and assist with billing inquiries, escalating issues to billing as needed.
Collaboration & Communication
- Work closely with intake, billing, warehouse, and clinical teams to ensure seamless patient service.
- Reschedule patient appointments and notify patients as required.
- Provide clear communication with internal departments to support patient care needs.
Continuous Improvement
- Stay informed of changes in insurance guidelines, Medicare/Medicaid policies, and company procedures.
- Maintain a knowledge base of products, services, and regulatory requirements.
- Provide suggestions for improving workflows, patient satisfaction, and service efficiency.
Required Skills & Qualifications
- Previous DME/HME customer service experience preferred.
- Familiarity with Insurance verification processes is a plus.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and work in a fast-paced environment.
- Strong problem-solving skills and ability to build rapport with patients and providers.
- Professional demeanor with a positive, team-oriented attitude.
- Bilingual skills preferred.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Hours of Operation
Monday-Friday 9:00 Am-5:00 PM
Shift Hours 8:30 AM- 5:00 PM