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 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 equipment and services, handle inquiries, resolve complaints, and process customer orders efficiently and courteously.

Responsibilities

• Have 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, take complete and accurate messages, and transfer callers appropriately.
• Greet all visitors and direct them to the appropriate personnel.
• Distribute mail and monitor the fax machine for incoming transmissions, routing correspondence to the appropriate personnel.
• 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 customer orders or changes into the computer system in a timely manner, process work orders, and necessary paperwork including prescriptions for physicians.
• Arrange convenient delivery/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, and review edit reports for accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing as per policy and procedure.
• Obtain appropriate prior authorization numbers and time frames 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.
• 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 equipment, provide instructional materials, and obtain 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.
• Perform other duties as assigned by the 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, 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

Benefits

• Medical insurance (multiple plans to choose from)
• Dental and vision insurance
• Short-term and long-term disability options
• Life insurance
• Generous PTO plan
• Paid holidays
• 401K with company match
• Competitive pay

Continuing Education

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