CUSTOMER SERVICE REP

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

• Handle inbound/outbound calls from patients, providers, and insurance companies
• Provide information on DME/HME products, order status, and insurance coverage
• Deliver professional, empathetic support and escalate concerns when needed

Order Management & Intake

• Process incoming and outgoing orders accurately and efficiently.
• Verify insurance eligibility, benefits, and patient qualifications for equipment.
• Coordinate with delivery staff, technicians, and warehouse teams to schedule and track deliveries or pickups.

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.

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