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 join our team as a Customer Service Representative.

About the Role

As a Customer Service Representative, you are the direct point of contact for patients, caregivers, referral sources, or commercial accounts contacting Care Medical—whether in person, by phone, or online. You will provide information about products and services, handle inquiries, and resolve complaints. Your role includes receiving, qualifying, and processing customer orders efficiently and courteously, as well as investigating and responding to inquiries about shipments, deliveries, and complaints.

Benefits

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

Responsibilities

• Develop a comprehensive understanding of:
  • All products carried by the company
  • Companywide 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 for equipment
  • Patient financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade)
  • Differences between verbal, written, and WOPD orders
  • Complaint resolution procedures
• Answer telephones using the company’s professional greeting, take accurate messages, and transfer callers appropriately.
• Greet visitors and direct them to the appropriate personnel.
• Distribute mail and monitor the fax machine for incoming transmissions, routing correspondence to the correct personnel.
• Qualify orders by verifying customer diagnosis and insurance coverage, ensuring necessary reimbursement information is collected for third-party billing.
• Inform customers of their financial responsibility.
• Input customer orders or changes into the computer system in a timely manner, processing work orders, paperwork, and prescriptions for physicians.
• Arrange convenient delivery or pickup times with patients and/or caregivers, and convey orders to clinical specialists or delivery personnel.
• Handle customer complaints courteously using problem-solving skills and follow-up logs.
• Audit, confirm, and file all delivery, pickup, or exchange paperwork daily, reviewing edit reports for accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing them per policy and procedure.
• Obtain prior authorization numbers and time frames from third-party payers, logging information into the database.
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
• Ensure all assigned procedures (billing, posting, insurance, denials, inquiries, orders, and paperwork) are processed accurately and timely.
• Maintain and update all patient files and information.
• Participate in company training programs.
• Demonstrate excellent oral and written communication skills when interacting with referrals, handling complaints, and qualifying orders.
• File all necessary paperwork into patient charts in a timely manner.
• Assist in working various computer reports for quality assurance.
• Instruct customers or caregivers on the proper and safe use of equipment, providing instructional materials and obtaining required signatures.
• Strictly adhere to all company policies and procedures.
• Perform scheduled hours and staggered shifts as needed by the company.
• Perform duties at other company locations when required.
• May perform other duties as assigned by a supervisor.
• Continually develop knowledge and skills in all areas of the job.

Requirements

• 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 strong interpersonal skills
• Strong communication skills with the capacity to make independent decisions
• Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred

Continuing Education

As designated by management, including company in-services and off-site training programs relevant to the industry and position.