Customer Service Representative

Quipt Home Medical; Asturias; On-site; EUR 21,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance – multiple plans

Dental & Vision Insurance

Short & Long-Term Disability

Life Insurance

Generous PTO Plan

Paid Holidays

401K and 401K Match

Competitive Pay

Job summary

Quipt Home Medical is seeking a Customer Service Representative to serve as the first contact for patients, caregivers, and providers. You will respond to inquiries, process orders, verify insurance, and coordinate deliveries with care and accuracy.

The role requires strong communication skills, attention to detail, and a proactive approach to resolving issues. Healthcare familiarity and office software aptitude are preferred.

Qualifications

• High School Diploma or equivalent.
• Previous Clerical or Customer Service experience.
• Knowledge of Microsoft Office (Word, Excel).
• Proficient general office skills (typing, computer, fax, filing).
• Medicare/Medicaid and insurance billing experience preferred.

Responsibilities

• Respond to inquiries about products or services and provide courteous, accurate information.
• Handle and resolve complaints and process customer orders in a timely manner.
• Verify insurance eligibility and perform billing-related tasks as needed.
• Input orders into the system and coordinate delivery or pickup times with patients or caregivers.
• Maintain patient files and ensure proper documentation and reporting.

Skills

Strong communication

Interpersonal skills

Neat personal appearance

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Job Summary

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 grow with us.

Position: Customer Service Representative

Reports To: Branch Manager/CSR Director

Position Summary

As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. You will respond to inquiries about products or services, handle and resolve complaints, and receive, qualify, and process customer orders in a timely, efficient, accurate, and courteous manner. You may investigate and respond to inquiries regarding shipments, products, deliveries and complaints.

Benefits

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO Plan
• Paid Holidays
• 401K and 401K Match
• Competitive Pay

Essential 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 and taking complete, accurate and detailed messages. Transfer callers to appropriate person or voicemail number.
• Greets all visitors on arrival and directs them to appropriate personnel.
• Distribute mail daily and monitor the fax machine for incoming transmissions. Distribute correspondence to appropriate personnel or mailbox based on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage and verifying necessary insurance reimbursement information to process third‑party billing when appropriate. Inform customers of financial responsibility.
• Input customers’ orders or changes into the computer system timely; process work orders and necessary paperwork as well as prescriptions for physicians.
• Arrange convenient customer delivery/pickup times with patient and/or caregivers; convey orders to Clinical Specialists and/or delivery personnel.
• Handle customer complaints courteously using appropriate techniques, problem‑solving skills and follow‑up logs.
• Audit, confirm and file all deliveries, pick‑up or exchange paperwork daily. Review various edit reports to assure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner per policy and procedure.
• Obtain appropriate prior authorization number and time frame from appropriate third‑party payer. Log information into database.
• Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
• Ensure that all assigned procedures—including but not limited to billing, posting, insurance, denials, inquiries, orders, and paperwork—are processed in an accurate and timely manner.
• Maintain all patient files and information current at all times.
• 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 promptly.
• Assist in generating various computer reports for quality assurance.
• Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists.
• Strictly adhere to all company policies and procedures.
• Perform scheduled hours and staggered shifts in accordance with the needs of the company.
• Perform all above duties in other company locations when required.
• May perform other duties not specifically listed in this position description as assigned by supervisor.
• Continuously strive to develop your knowledge and skills in all areas of your job.

Position Qualifications

• 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 line).
• Neat personal appearance with a pleasing manner and interpersonal skills.
• Strong communication skills with capacity to make independent decisions.
• Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred.

Continuing Education

As designated by management to include company services and off‑site training programs as appropriate to industry and position.

FLSA Status

Non‑Exempt

Licenses

None