Bilingual Spanish - ERD Coordinator

Integrated Home Care Services, Inc.; Town of Florida (NY); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Vision, Dental

Short- and Long-term insurance

6+ Holidays Pay

13 days of PTO

Employer paid life insurance

401K with employer contribution

Wellness program with rewards

Employee recognition programs

Comprehensive paid training

Job summary

Integrated Home Care Services, Inc. is seeking a bilingual Spanish Equipment Recovery Coordinator to support the timely recovery of company-owned medical equipment.

You will connect with patients, caregivers, physicians, and internal departments through inbound and outbound calls, coordinate pick-ups, and maintain accurate records with professionalism and empathy. The role requires completing at least 80 calls per day, processing 15–20 orders daily, verifying contact information, and ensuring

Qualifications

• Bilingual Spanish required or demonstrated ability to communicate in Spanish and English.
• Minimum one year of customer service experience in a fast-paced call center.
• High school diploma or GED.
• Ability to document clear, concise notes for patient records.
• Familiarity with Microsoft Word and Excel.
• Experience in healthcare or insurance settings preferred.

Responsibilities

• Make and receive a high volume of calls to coordinate equipment recoveries.
• Process and close equipment pick-ups in the Medtrac system.
• Verify patient contact information, addresses, and pick-up times.
• Document activity and updates in ERD-TRAC and coordinate with Billing.
• Monitor turnaround times and work toward 90% of orders closed within 90 days.

Skills

Bilingual Spanish

Customer service

Communication skills

Documentation

Microsoft Word

Excel

Education

High school diploma or GED

Tools

Medtrac

ERD-TRAC

Job description

Who We Are

Integrated Home Care Services (IHCS) provides a comprehensive Integrated Delivery System in the home setting, offering Durable Medical Equipment (DME), Respiratory, Home Health, and Home Infusion services. Through our select network of Medicare and Medicaid Certified and Accredited providers, we are available 24/7 to meet the needs of our patients with compassion, expertise, and excellence.

For more than 30 years, we have been dedicated to improving lives by delivering the highest quality in-home care services. As a trusted market leader in value-based Home Health, Durable Medical Equipment, and Home Infusion Services, we proudly serve more than 2 million lives across the United States and the Commonwealth of Puerto Rico. Our integrated care model is trusted by leading Managed Care Organizations (MCOs), physicians, and healthcare partners because of our commitment to exceptional patient outcomes and coordinated care.

At IHCS, our patients are at the heart of everything we do. We believe in creating a culture built on compassion, integrity, collaboration, and innovation. Every team member plays a vital role in fulfilling our mission of enhancing the quality of life for those we serve through Exceptional Customer Service, Proven Outcomes, and Seamless Care.

If you are passionate about making a meaningful impact, thrive in a collaborative environment, and are committed to excellence, we invite you to join our growing team. Together, we can continue transforming home healthcare while making a difference in the lives of our patients and the communities we serve.

Competitive Compensation Package

• Medical, Vision, Dental, Short- and Long-term insurance
• 6+ Days of Holidays Pay
• 13 days of PTO
• Employer paid life insurance
• 401K with employer contribution
• Wellness program with reward incentives
• Employee recognition and reward programs
• Comprehensive paid training program

What Will You Be Doing

We are looking for an bilingual Spanish organized and dependable Equipment Recovery Coordinator to support the timely recovery of company-owned medical equipment. In this role, you will connect with patients, caregivers, physicians, and internal departments through a combination of inbound and outbound calls. You will coordinate equipment pick-ups, maintain accurate records, and help ensure that each recovery request is handled with professionalism, empathy, and attention to details.

• Complete a minimum of 80 inbound and outbound calls daily.
• Process approximately 15-20 equipment recovery orders each day.
• Contact patients, emergency contacts, and physicians to coordinate the recovery of company-owned medical equipment.
• Respond to inbound calls, returned voicemails, and SlickText notifications.
• Review Active Patient Reports to confirm the continued use of rental equipment and complete courtesy follow-ups.
• Create equipment pick-up orders and verify patient contact information, addresses, and scheduled pick-up times.
• Accurately process and close completed equipment pick-ups in our proprietary system Medtrac.
• Document patient activity, lost equipment, and recovery updates in ERD-TRAC.
• Follow up on rescheduled or canceled pick-ups and notify Billing of changes affecting daily rentals.
• Complete transfer forms and coordinate next steps when a patient’s insurance coverage or provider changes.
• Monitor turnaround times and prioritize cases from oldest to newest to support the department’s goal of completing 90% of recovery orders within 90 days.
• Maintain accurate and timely documentation for every patient interaction and action taken.
• Collaborate with Billing and other internal departments to resolve questions and equipment recovery concerns.

What Will You Need To Succeed

• Bilingual Spanish
• Minimum of one-year customer service experience working in a fast-paced, ever-changing call center environment.
• High school diploma or General Education Degree
• Able to communicate with the client/patient in the appropriate language or form understandable to the client/patient
• Supports and participates in the mandatory Corporate Compliance Program training initiative on an annual or more frequent basis, as required
• Knowledgeable of operating systems (Microsoft word, Excel)
• Ability to document clear and concise notes
• Previous experience working in a health care provider or insurance environment is preferred but not required
• Knowledgeable regarding the written policies and procedures for the provision of care/service to clients/patients with communication barriers
• Required to uphold the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures.

IHCS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience

Required

• 1 - 2 years: How many years of call center experience do you have?

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.