Shift: Monday - Friday 8:00am - 5:00pm (Full-Time)

Job Summary: The Durable Medical Equipment (DME) Customer Service Representative receives and processes disposable supply orders and any other DME walk-in orders to include oxygen tank refill orders. This role will also work non-respiratory/non-specialty hospital discharges and walk-in patient orders. Communicates with patients and referral sources daily to effectively assist with transition of care from facility to home. Assists patients with orders for aids to daily living including bedside commodes, walkers, and wheelchairs.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: None.

Work Experience: Minimum 1 year related experience. DME and Healthcare related experience, preferred.

Knowledge, Skills, and Abilities: Knowledge of Microsoft 365 and other applicable software. Working knowledge of Brightree, Parachute, and Epic, preferred. Excellent communication skills, both written and verbal that present clear and concise information. Sound ability to maintain professional and courteous and demonstrate flexibility and adaptability in adynamic work environment.

Essential Functions and Responsibilities: Takes disposable supply orders (aids to daily living equipment), verifies billing status of current oxygen order and any other DME walk-in orders and tank refill orders. Takes disposable supply orders, walk-in orders and tank refill orders to include verifying the billing status of current oxygen orders and any other DME rentals. Assists with non-respiratory/non-specialty hospital discharges to include receiving, qualifying, verifying insurance, determining authorization status, and scheduling. Ensures that all documentation received meets the guidelines of specific insurances and relays that information to the patient. Requests prior authorizations when required by insurance. Assists in scheduling delivery of DME equipment in a timely manner to the hospital or to the patient’s home. Participates in face to face interactions with patients, phone and or Epic Chat conversations with Case Managers, and phone calls and operation of online portal for insurance companies.

Decision Making: Independent judgment in making decisions involving non-routine problems under general supervision.

Working Relationships: Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff.

Special Job Dimensions: On call rotation.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

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