Customer Service Representative

Customer Service Representative at Quipt Home Medical

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 grow with us.

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. You will interact with customers to provide information in response to inquiries about products or services and handle and resolve any complaints.

You will receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. You are often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

• Have a comprehensive understanding of all products we carry, company 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)
• Differentiate between verbal, written, and WOPD orders
• Complaint resolution procedures
• Answer telephone using company’s professional greeting, take accurate messages, transfer callers or set voicemail
• Greet all visitors, ensure proper direction
• Distribute mail daily and monitor fax machine, route correspondence appropriately
• Qualify orders by identifying diagnosis and insurance coverage and verify reimbursement information
• Process orders or changes into the computer system in a timely manner; handle work order and necessary paperwork
• Arrange convenient customer delivery/pickup times, convey orders to clinical specialists/delivery personnel
• Handle customer complaints courteously using appropriate techniques and follow‑up logs
• Audit, confirm, and file all delivery, pickup, or exchange paperwork daily; review edit reports to assure accuracy
• Track active rentals, automatic reorders, and concentrator maintenance, process in a timely manner per policy
• Obtain prior authorization numbers and time frames from appropriate third‑party payers; log information into database
• Obtain verbal and written orders from physicians, discharge planners, and other providers
• Process all billing, posting, insurance denials, inquiries, orders, and paperwork accurately and timely
• Maintain current patient files and information at all times
• Participate in company training programs
• Demonstrate excellent oral and written communication skills with referrals, handling complaints, and qualifying orders
• File necessary paperwork into patient charts in a timely manner
• Generate computer reports for quality assurance
• Instruct customers or caregivers on safe use of delivered equipment; provide PIC sheet and signature documentation
• Strict adherence to all company policies and procedures
• Perform scheduled hours, staggered shifts as needed
• Perform duties at other company locations if required
• Execute additional duties as assigned by supervisor
• Continuously strive to develop knowledge and skills in all areas of the job

• 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 with match
• Competitive Pay

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

FLSA Status: Non‑Exempt

Licenses, etc.: None