The Customer Service Representative is responsible for handling customer inquiries regarding purchase, delivery, and use of medical equipment.
- Answering inbound calls for patients, caregivers, and healthcare providers to address questions regarding HME products, pricing, availability, and delivery options.
- Completes referral process at initial intake.
- Accurately processes customer orders, including patient information, equipment selection, delivery address, and billing details.
- Educates patients and caregivers on the proper use and care of their HME equipment, including safety guidelines.
- Meets with patients and caregivers prior to hospital discharge to assess and discuss their durable medical equipment (DME) needs, review available equipment options, and coordinate equipment delivery or fulfillment as appropriate.
- Collaborates with hospital staff, healthcare providers, patients, and caregivers to ensure identified DME needs are addressed prior to discharge and that patients receive appropriate education regarding their equipment.
- Maintains accurate customer records, including order details, insurance information, and any relevant communications logs.
- Ensures accurate and complete documentation that meets ACHC, CMS, and payer requirements, including medical necessity, equipment logs, and patient teaching records.
- Adheres to all relevant healthcare regulations, including Medicare and Medicaid guidelines, regarding HME ordering and billing.
- Provides customer service and support in a hospital-based environment while maintaining a professional, patient-focused approach.
The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
Basic Qualifications
- Prior experience in healthcare, or home medical equipment preferred
- High school diploma or equivalent
- Excellent customer service skills
- Basic knowledge of medical terminology
- Proficiency in Microsoft Office products
- Attention to detail
Physical Demands
- Prolonged periods of sitting at a desk or workstation using a computer and telephone.
- Frequent use of hands and fingers to type, write, and handle paperwork or small office tools.
- Ability to read electronic and paper documents, view a computer screen for extended periods, and hear and speak clearly on the phone.
- Occasionally required to move about the office to retrieve files, assist walk-in patients, or communicate with team members.
- May occasionally lift and carry office supplies, files, or small pieces of medical equipment (generally up to 15–25 lbs).
