Customer Service Rep Home Medical Equipment Shell - 17385

About the role

The HME Customer Service Representative (CSR) plays a crucial role in ensuring timely and accurate processing of new patient accounts. They are responsible for coordinating the scheduling of durable medical equipment and supply orders, maintaining patient files, and ensuring continuous courteous communication between internal departments, patients, and professional providers.

Responsibilities

• Answers phone, identifies self, and takes accurate messages by repeating for accuracy
• Maintain a strong working knowledge of products and services
• Provide courteous customer service by greeting and assisting all patients and referrals in a timely fashion and providing necessary applicable follow-up
• Check voicemails/emails each morning and throughout the day and respond
• Review the inbound fax several times each hour to receive orders
• Verify DME insurance coverage and benefits prior to order completion
• Accurately collect appropriate intake information necessary for billing within 1 day
• Review, obtain, and file clinical data for medical necessity within two days
• Develop and maintain a strong understanding of specific requirements of contracted providers
• Generate sales orders in the database and prepare supplies/equipment for delivery
• Create purchase requests and purchase orders as necessary
• Obtain Prior Authorizations if needed, including completion of MA-97
• Collect deductible and patient coinsurance up front
• Accurately assign completed sales order to specific biller
• Handle complaints, provide appropriate solutions and alternatives within 24 hours
• Consults supervisor when unusual situations occur
• Documents all pertinent patient activity in patient account notes
• Reviews unfinished projects at the end of day for next day's workload
• Conduct daily cash register closing and reconciliation
• Conduct patient fittings including bracing, shoes, mastectomy, etc.

Qualifications

• High School Diploma or equivalent
• Adhere to all HIPAA and corporate policies
• Prior Health Care and/or Customer Service Experience preferred
• Excellent communication skills with high attention to detail
• Meets company minimum standard of Background Check
• Comply with Company Employee Manual
• Comply with company policies, procedures, and compliance
• Comply with all company, state, and federal policies, laws, and regulations, including HIPPA
• Maintain positive attitude and conduct yourself in a professional, ethical, and knowledgeable manner toward supervisor, patients, referral sources, co-workers, colleagues, subordinates, and members of the public: everyone
• Report to work regularly, timely, and give advanced notice to supervisor for time off

Benefits

• Medical, Dental, and Vision
• Paid Time Off
• 403(b) retirement plan with company match
• Travel reimbursement
• 25% discount on services at all Penn Highlands Healthcare facilities