What are the responsibilities and job description for the Customer Service Representative position at DRUM Associates?
About the Company
Our client is a well-established Durable Medical Equipment (DME) and Home Medical Equipment (HME) provider that has been serving patients, healthcare partners, and facilities for decades. They specialize in delivering essential medical equipment and supplies that support patient health, recovery, independence, and quality of life. With a strong reputation in the healthcare community, they are committed to providing exceptional service and ensuring patients receive the products they need in a timely and accurate manner.
Position Overview
The Customer Service Representative plays a critical role in supporting patients, providers, referral sources, and healthcare partners throughout the medical equipment ordering process. This position is responsible for accurately processing orders, managing inbound customer inquiries, coordinating documentation, and ensuring a positive customer experience from start to finish.
Key Responsibilities
- Accurately enter and process approximately 15 medical equipment orders per day
- Handle approximately 40 inbound customer calls daily
- Serve as a primary point of contact for patients, providers, referral sources, and healthcare partners
- Review and process prescriptions, documentation, and medical orders received via email, fax, and other communication channels
- Provide updates on orders, product availability, and delivery status
- Maintain accurate customer records and documentation within company systems
- Develop expertise in the company's product catalog to effectively support customers and healthcare partners
- Resolve customer issues and escalate concerns when appropriate
- Collaborate with internal teams to ensure timely and accurate order fulfillment
Qualifications
- Minimum 3 years of customer service experience
- Strong attention to detail and organizational skills
- Excellent communication and problem-solving abilities
- Passion for helping patients and customers
- Strong attendance and reliability
- Ability to learn new systems and technology quickly
- Proficiency with Microsoft Outlook, Teams, and other business applications
Preferred Qualifications
- Experience in Durable Medical Equipment (DME), Home Medical Equipment (HME), healthcare customer service, medical office support, patient access, insurance verification, or medical billing
- Familiarity with Brightree, HubSpot, or similar software platforms
- Knowledge of Medicare, Medicaid, insurance verification, prior authorizations, or healthcare documentation workflows
Work Environment
- Remote – but must be location in Wisconsin or Minnesota
- Collaborative and team-oriented environment
- Opportunity to make a meaningful impact by helping patients receive critical medical equipment and supplies
Salary : $24