Customer Service Representative

Join to apply for the Customer Service Representative role 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 the direct point of contact for patients, caregivers, referral sources, and commercial accounts that reach us via in‑person visits, telephone, or the internet. Your role includes providing product and service information, handling inquiries, resolving complaints, and processing customer orders efficiently and courteously. You will also investigate and respond to customer inquiries regarding shipments, products, deliveries, and complaints.

• Medical insurance – multiple plans to choose from
• Dental & Vision insurance
• Short‑Term & Long‑Term disability options
• Life insurance
• Generous PTO plan
• Paid holidays
• 401(k) & 401(k) match
• Competitive pay

• Comprehensive understanding of products, company policies, procedures, and Brightree functions.
• Proper intake procedures, insurance verification, and eligibility checks.
• Handling CMN requirements, prior authorizations, and documentation requirements.
• Managing patient financial responsibilities (deductible, co‑insurance, co‑pay, ABN/upgrade).
• Distinguishing between verbal, written, and WOPD orders.
• Resolving complaints using company procedures.
• Answering phones with the company’s professional greeting and taking detailed messages; transferring or voicemails as needed.
• Greeting visitors and directing them to the appropriate personnel.
• Distributing mail and monitoring the fax machine.
• Qualifying orders, verifying diagnoses, and ensuring insurance reimbursement information is correct.
• Informing customers of their financial responsibility.
• Inputting orders or changes into the computer system promptly, processing work orders, paperwork, and prescriptions.
• Arranging convenient delivery/pickup times with patients or caregivers and relaying orders to clinicians or delivery staff.
• Handling customer complaints courteously, using problem‑solving skills and follow‑up logs.
• Auditing, confirming, and filing all delivery, pickup, or exchange paperwork daily.
• Tracking active rentals, auto‑reorders, and concentrator maintenance as per policy.
• Obtaining prior authorization numbers and time frames, logging information into the database.
• Receiving verbal and written orders from healthcare providers as needed.
• Ensuring all billing, posting, insurance, denials, inquiries, orders, and paperwork are processed accurately and timely.
• Mantaining current patient files and information.
• Participating in company training programs.
• Demonstrating excellent oral and written communication skills with referrals and customers.
• Timely filing of all necessary paperwork into patient charts.
• Assisting with quality‑assurance reports.
• Instructing customers or caregivers in safe use of equipment, providing PIC sheets and signatures, and delivering checklists.
• Strictly adhering to company policies and procedures.
• Performing scheduled hours and staggered shifts as required.
• Completing other related duties as assigned.
• Continuously developing knowledge and skills related to the role.

• 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, multiple phone lines).
• Neat personal appearance with friendly manner and interpersonal skills.
• Strong communication skills and capacity for independent decision‑making.
• Preferred:
  Medicare/Medicaid, insurance billing, bookkeeping, or medical office experience.

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

Non‑Exempt

None

Entry level

Full‑time

Other

Hospitals and Health Care