Home Medical Equipment Delivery Assistant

About the role

The Home Medical Equipment Coordinator is responsible for the intake, coordination, and timely implementation of Home Medical Equipment (HME) and supply orders. Acting as a key liaison among referral sources, providers, patients, and internal service lines, this role ensures accurate documentation, verifies medical necessity, and maintains clear communication throughout the order process. The coordinator manages patient orders from start to finish, including reviewing referrals, coordinating deliveries, and providing essential patient education. They also facilitate one-on-one equipment set-ups or fittings, ensuring patients and caregivers are properly instructed on the use, care, and safety of the equipment provided. If in a Field/Delivery role, the coordinator is responsible for making timely deliveries of HME products and supplies to customers.

Responsibilities

• Delivers exceptional customer service by promptly responding to phone calls, emails, chats, and in-person inquiries; accurately triages and routes communications to appropriate departments or staff.
• Coordinates patient intake and order processing by gathering referral information, entering data into the EMR, verifying insurance or self-pay status, and supporting discharges in collaboration with hospital liaisons and case managers.
• Manages the delivery and fulfillment of medical equipment and supplies by selecting appropriate delivery methods, coordinating with staff, and ensuring timely setup in both clinical and home settings.
• Provides one-on-one patient support, including equipment education, fittings, and ensuring selections align with physician orders; processes POS transactions, receives payments, and coordinates delivery or pickup.
• Collaborates across departments to ensure seamless service delivery, maintains strong internal and external relationships, and demonstrates problem-solving and compliance knowledge, including Medicare/Medicaid billing and privacy regulations.
• Audits casework and reports to identify trends, correct data, and support continuous improvement; assists with special projects and cross-functional initiatives.
• Maintains productivity standards, obtains insurance eligibility using phone and online tools, and translates diagnoses into ICD-9/ICD-10 codes while ensuring compliance with billing and privacy regulations.
• For Field/Delivery positions: Makes timely deliveries of HME products and supplies, including setting up equipment in patients' homes, often in crowded or challenging environments.

Requirements

• Demonstrated experience in customer service and patient care, with a focus on professionalism, empathy, and responsiveness.
• Proven ability to work independently with strong self-motivation, accountability, sound judgment, and adaptability in team-oriented environments.
• Excellent verbal, written, and interpersonal communication skills, with the ability to interact effectively with diverse individuals and follow verbal and written instructions.
• Strong attention to detail, accuracy, and dependability in managing documentation and multiple responsibilities, supported by effective organizational and time management skills.
• Proficient in basic computer applications, including word processing, spreadsheets, databases, internet, email, and scheduling tools.
• Experience working with home or durable medical equipment.
• Demonstrated proficiency in auditing casework and independently reviewing reports to identify trends and correct data.
• Demonstrated proficiency translating diagnoses into ICD-9/ICD-10 codes.
• For Field/Delivery positions: Current driver’s license, insured and reliable transportation, and an acceptable driving record (will be verified).

Preferred Qualifications

• Experience coordinating office operations and administrative tasks.
• Continuous improvement experience.
• Proven ability to take initiative and lead or coordinate group efforts.
• Project management experience.

Skills

• Customer Service
• Order Entry & Processing
• Communication
• Interpersonal Skills
• Patient Care
• Referral Management
• Telephone System Proficiency
• Computer Literacy
• Medical Equipment Knowledge
• Group Problem Solving

Physical Requirements

• Ongoing need to see and read information, labels, assess patient needs, identify HME equipment and supplies.
• Frequent interactions with patients/customers, care providers, and employees requiring clear verbal and written communication as well as active listening.
• Hearing/Listening and manual dexterity to operate computers, telephones, and other office equipment.
• Ability to remain sitting or standing for long periods while performing work on computers, telephones, or other equipment.
• For Field/Delivery roles: Manual dexterity to manipulate complex and delicate equipment with precision and accuracy.
• Frequent computer use and typing for documenting patient care, accessing information, and adjusting equipment settings.
• Bending, lifting, and carrying supplies and equipment, including heavy items up to 70 lbs.
• Standing and walking to assist with distributing supplies and equipment.
• Pushing/pulling HME/Respiratory equipment, including oxygen cylinders and hospital beds.
• Ability to set up equipment in crowded or cluttered environments, such as apartments or homes with furniture and obstacles.
• Ascending and descending multiple flights of stairs or uneven surfaces to access patients' homes.
• Squatting/kneeling to install HME equipment in the home.
• Driving a vehicle, including sitting for extended periods, reading signs, and navigating traffic.

Schedule

3 weekdays (Monday-Friday) 2:00pm-10:30pm; Saturday & Sunday 12:00-8:30pm; On-call 3-6 times a month.

Pay

Hourly rate: $20.07 - $28.59, dependent upon experience.

Benefits

Comprehensive benefits package covering mind, body, and spirit, including programs for health, happiness, security, connection, and engagement. Learn more about our benefits package here.

Location

Home Services - South Jordan facility, Salt Lake City, Utah.

Scheduled weekly hours: 40.