DME Operations Agent; Cantonese or Mandarin Speaking

DME Operations Agent (Bilingual)

Department: Ops – DME

Employment Type: Full Time

Location: 568 W. Garvey Ave, Monterey Park, CA 91754

Reporting To: Peter Wong

Compensation: $20.00 – $26.00 / hour

We are currently seeking an Operations Agent to join our growing DME Operations team. The Operations Agent is responsible for drop shipping DME supplies to members via DME software, ensuring order accuracy, coordinating customer support including setting in-person appointments, arranging deliveries, and maintaining compliance documentation for dispensed DME supplies. This position is primarily office-based and administrative in nature, focusing on customer communication, order processing, and data entry to ensure smooth operational workflow.

Reporting to the Director of DME Operations, the Operations Agent will collaborate with DME Operations Supervisors and the DME Operations team. The Operations Agent will be responsible for managing inbound calls, confirming, and processing drop shipping DME supply orders, setting in-person appointments, maintaining documentation accuracy and ensuring compliance standards are met.

• Respond to incoming telephone calls and assist members with empathy and professionalism
• Confirm new orders via telephone, schedule in-person appointments or gather information for shipping
• Process and track supply orders through DME software (e.g. Brightree)
• Scan, upload, and maintain digital documentation (e.g. delivery documents, forms, compliance documents, etc.) into DME database
• Prepare invoices and support accounting functions as needed
• Update and maintain claims (EOB) log
• Complete compliance surveys for dispensed supplies
• Support Director of DME Operations, DME Operations Supervisors, and DME department with clerical and order management tasks (e.g. supplies inventory tracking)
• Maintain a clean and organized workspace
• Perform other administrative tasks as assigned to balance departmental workload

• High School Diploma or equivalent (associate’s degree preferred)
• Bilingual in Chinese, Vietnamese or Spanish highly preferred
• Experience in administrative, customer service, or operations roles
• Proficient in Microsoft Outlook, Excel, and other software applications (e.g. Brightree)
• Ability to type at least 60 wpm
• Strong attention to detail, time management, and communication skills
• Highly motivated and able to work with multiple tasks simultaneously
• Demonstrated empathy and professionalism when interacting with patients, customers, and other team members
• Ability to follow company policies, compliance standards, and HIPAA guidelines
• May be required to work overtime to meet departmental objectives/goals

• Highly organized and detail oriented with an ability to multi-task in a fast-paced setting
• Prior experience with durable medical equipment (DME) preferred
• Understanding of Incontinence, Wound Care, Ostomy, and Urology supplies
• Knowledge of Brightree software
• Excellent oral, writing, and typing skills
• Understanding of Health Plan compliance and Federal regulations and standards.

• This position is full-time in office. The office is located at 568 Garvey Ave., Monterey Park, CA 91754.
• The total compensation target pay range for this role is: $20.00 - $26.00/hr the salary range represents our national target range for this role.