Customer Service Representative

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us.

Customer Service Representative

Branch Manager/CSR Director

As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints.

A CSS receives, qualifies, and processes, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401K
• 401K match
• Competitive Pay

• Have a comprehensive understanding of all products we carry.
• Company wide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs.
• Basic Brightree Functions.
• Proper Intake Procedures.
• Insurance Verification and Eligibility.
• CMN Requirements and Prior Authorizations.
• Documentation Requirements of the Equipment.
• Patient’s Financial Responsibilities (Deductible, Co‑Insurance, Co‑Pay, ABN/Upgrade).
• Difference Between Verbal, Written and WOPD orders.
• Complaint Resolution Procedures.
• Answer the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfer callers to appropriate person or voice mail number.
• Greets all visitors and ensures they are directed to the appropriate personnel.
• Distributes mail daily and monitors the fax machine for incoming transmissions. Distributes correspondence to appropriate personnel or mailbox depending on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage and ensure verification of the necessary insurance reimbursement information.
• Inputs customers’ orders or changes into the computer system timely. Processes work order and necessary paperwork as well as prescriptions for physicians.
• Arranges convenient delivery/pickup time with patient and/or caregivers. Conveys orders to Clinical Specialists and/or delivery personnel.
• Handles customer complaints courteously using appropriate techniques and follow‑up logs.
• Audits, confirms and files all deliveries, pick‐up or exchange paperwork daily. Reviews various edit reports to assure accuracy.
• Tracks active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner as per policy and procedure.
• Obtains appropriate prior authorization number and timeframe from appropriate third party payer. Logs information into database.
• Obtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
• Processes billing, posting, insurance, denials, inquiries, orders, and paperwork in an accurate and timely manner.
• Maintains all patient files and information current at all times.
• Participates in company training programs.
• Demonstrates excellent oral and written communication skills with referrals, handling complaints and qualifying orders.
• Files all necessary paperwork into patient charts in a timely manner.
• Works various computer reports for quality assurance.
• Instructs the customer or caregiver in the proper and safe use of all equipment delivered in the store and provides each customer with appropriate instructional material.
• Strict adherence to all company policies and procedures.
• Performs scheduled hours, staggered shifts as needed.
• Performs duties in other company locations when required.
• May perform other duties assigned by supervisor.
• Continually strives to develop knowledge and skills in all areas of the job.

• High School Diploma or equivalent.
• Previous experience in a Clerical or Customer Service environment.
• Knowledge of Microsoft Office (Word, Excel).
• Proficient general office skills (typing, computer, fax, filing, multi‑phone line).
• Neat personal appearance with pleasing manner and interpersonal skills.
• Strong communication skills with capacity to make independent decisions.
• Experience with Medicare/Medicaid and insurance billing, bookkeeping or medical office work preferred.

As designated by management to include company and off‑site training programs appropriate to industry and position.

Non‑Exempt

None

Entry level

Full‑time

Other

Hospitals and Health Care

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