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 Customer Service Representatives.

About the role

As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Quipt Home Medical either in person, over the telephone, or via the internet. You will provide equipment and/or services, handle inquiries, and resolve complaints. You will also receive, qualify, and process customer orders in a timely, efficient, accurate, and courteous manner, while investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints.

Benefits

• 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 company match
• Competitive Pay

Responsibilities

• Develop a comprehensive understanding of:
  • All products we carry
  • 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 of the Equipment
  • Patient’s Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
  • Difference Between Verbal, Written, and WOPD orders
  • Complaint Resolution Procedures
• Answer the telephone using the company’s professional greeting and take complete, accurate, and detailed messages. Transfer callers to the appropriate person or voicemail.
• Greet all visitors upon arrival and direct them to the appropriate personnel.
• Distribute mail daily and monitor the fax machine for incoming transmissions. Route correspondence to appropriate personnel based on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage, ensuring verification of necessary insurance reimbursement information.
• Inform customers of their financial responsibility.
• Input customers’ orders or changes into the computer system in a timely manner. Process work orders, necessary paperwork, and prescriptions for physicians.
• Arrange convenient delivery/pickup times with patients and/or caregivers. Convey orders to Clinical Specialists and/or delivery personnel.
• Handle customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.
• Audit, confirm, and file all deliveries, pickups, or exchange paperwork daily. Review various edit reports to ensure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing them in a timely manner as per policy and procedure.
• Obtain appropriate prior authorization numbers and time frames from third-party payers. Log information into the database.
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
• Ensure all assigned procedures, including 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 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 in the proper and safe use of all equipment delivered in-store. Provide appropriate PIC sheets or other instructional materials, obtain required signatures, and provide customers with copies of signed Delivery and Customer Information Checklists.
• Adhere strictly to all company policies and procedures.
• Perform scheduled hours and staggered shifts according to the needs of the company.
• Perform all above duties in other company locations when required.
• Perform other duties as assigned by the supervisor.
• Continually strive to develop your knowledge and skills in all areas of your job.

Requirements

• 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, computer, fax, filing, multiple phone lines)
• Neat personal appearance with a pleasing manner and 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 appropriate to the industry and position.

FLSA Status: Non-Exempt