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 patients, caregivers, referral sources, or commercial accounts contacting Care Medical in person, over the telephone, or via the internet. You will provide information about products or services, handle and resolve complaints, and process customer orders efficiently and courteously.

Responsibilities

• Have a comprehensive understanding of all products, companywide policies, procedures, standards, specifications, guidelines, and training programs.
• Understand basic Brightree functions, proper intake procedures, insurance verification and eligibility, CMN requirements, prior authorizations, and documentation requirements.
• Answer telephones using the company’s professional greeting, take detailed messages, and transfer callers appropriately.
• Greet visitors and direct them to the appropriate personnel.
• Distribute mail and monitor the fax machine for incoming transmissions, ensuring priority correspondence reaches the correct personnel.
• Qualify orders by identifying customer diagnosis and insurance coverage, verifying necessary reimbursement information for third-party billing.
• Inform customers of their financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade).
• Input customer orders or changes into the computer system, process work orders, and manage prescriptions for physicians.
• Arrange convenient delivery/pickup times with patients 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, and review edit reports for accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing them per policy and procedure.
• Obtain prior authorization from third-party payers and log 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 and demonstrate excellent oral and written communication skills.
• 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, provide instructional materials, and obtain required signatures.
• Adhere strictly 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.
• 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 and communication skills.
• Capacity to make independent decisions.
• Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred.

Benefits

• Medical Insurance with 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.

Schedule

Performs scheduled hours and staggered shifts in accordance with the needs of the company.