Durable Medical Equipment Specialist

About the role

Must have a broad understanding of the DME industry, including the intake process, product selection, dispensing and setup, documentation, billing, compliance, and performance management.

Responsibilities

• Provide first-line communication with a variety of patients, referral sources, and clinicians to facilitate ordering and delivery of durable medical equipment (DME) products, supplies and services.
• Ensure all patient information is processed timely and accurately to enhance patient satisfaction and optimize revenue.
• Receive inquiries and orders in person, by telephone, fax, and email.
• Gather all necessary documentation, as it relates to payer requirements, standard operating procedures, and compliance programs.
• Obtain any needed prior authorizations for services to be provided according to payer policy.
• Communicate with patients, caregivers, and providers regarding the coverage, use, and benefits of DME products, supplies and services.
• Resolve customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action.
• Anticipate patient needs and respond quickly to patient requests.
• Input new patient demographics and ordering information into the computer system, creating and assuring accuracy of sale orders and delivery tickets.
• Educate patients on insurance plans and provisions, financial responsibility, and collection of patient portion.
• Assist patients with product selection, recommending medically appropriate, cost-effective DME to meet the patient's needs.
• Provide fitting and patient education on application, use, care and expected outcome for products as indicated by the physician instructions and manufacturer recommendations.
• This patient education will happen in a variety of patient settings including store, facility, or patient home.
• Furnish patients with resources, including but not limited to, Customer Handbook, contact numbers, product manuals, reorder information, and educational materials.
• Process paperwork –confirm accuracy of delivery tickets and complete the sale orders.
• Maintain a working knowledge base regarding billing, documentation,