Coordinator HME Customer Solutions

Ridgeview Medical Center; Waconia (MN); On-site; USD 42,000 - 62,000; Full time

Job summary

Ridgeview Medical Center seeks a DME Customer Solutions Coordinator to actively support and coordinate day-to-day Durable Medical Equipment customer activities. You will manage workflows, assist with insurance requirements, and ensure accurate EMR/billing data.

The role requires 3–5 years in DME, strong communication, and the ability to work independently and with the team in a fast-paced environment. On-call rotations and ongoing collaboration are essential.

Qualifications

• 3–5 years of experience with DME products and services.
• Insurance background in Commercial and Government programs experience.
• Ability to meet background checks and comply with position functions.
• Strong communication with internal and external customers.

Responsibilities

• Coordinate and execute high-quality programs and services for the department.
• Serve as the initial point of contact and coordinate daily workflow for the team.
• Assist customers with insurance requirements for DME on site and by phone.
• Oversee intake of patient demographics and EMR for billing of DME.
• Provide input to improve streamlined customer service experience.
• Back up other team members and act as equipment SME (usage, insurance).
• Adapt to changing needs with high level problem-solving skills.
• Maintain professionalism in difficult interactions and on-call rotation.

Skills

Customer service

Communication

Multitasking

Teamwork

Problem solving

English proficiency

Education

Associate degree in Business or healthcare related field

Tools

Brightree

EPIC

Microsoft Office

Job description

Purpose of Job

The HME Customer Solutions Coordinator responsible for providing active support, execution, and coordination of day-to-day Durable Medical Equipment (DME) customer solution-related activities.

Job Functions

1. Coordinates and executes high-quality programs, services, and activities that align with the mission, and value of the department.
2. Serves as initial point of contact and responsible party associated with coordination of daily workflow for the team, navigating and coordinating deliveries, processing necessary sales orders, resupplies, and navigating challenges with referrals on revised or incomplete orders.
3. Coordinates and assist customers with insurance requirements for durable medical equipment both on site and by phone.
4. Oversees and coordinates proper intake of patient demographics and electronic medical record to ensure consistent and effective provision and billing of durable medical equipment.
5. Provides input to assist in improvement or enhancement in streamline customer service experience.
6. Provides depth and support to other customer solutions team members and back up when appropriate and necessary.
7. Acts as a subject matter expert for equipment as it pertains to appropriateness, usage, insurance requirements and sales.
8. Demonstrates adaptability to changing customer needs, internal team dynamics, and a high level of critical thinking and problem-solving skills.
9. Displays a high level of professionalism and customer focus in difficult situations and interactions, including times of heightened emotions and needs.
10. Performs on call rotation as scheduled.
11. Performs other duties as assigned.

Minimum Education/Work Experience

• 3-5 years of experience with Durable Medical Equipment (DME) products and services
• Insurance background in Commercial and Governmental Programs experience

Knowledge/Skills/Abilities

• Ability to meet and maintain the necessary background checks as aligned with position functions.
• Ability to communicate in the English language for effective written and verbal correspondence in order to complete job functions as mentioned above.
• Strong computer skills and knowledge in Microsoft office application with a preferred background experience with Brightree and EPIC.
• Ability to effectively communicate in verbal and written correspondence for both internal and external customers.
• Ability to respond appropriately to unpredictable situations and diverse customer populations.
• Demonstrates excellent customer service skills
• Ability to work autonomously and as a team
• Ability to prioritize, multi-task, and thrive in a fast-paced environment while providing time-sensitive and accurate output

License/Certfication

Preferred Qualifications

• Associates Degree in Business or healthcare related field
• Medical office experience

Physical Demands

Link to Employee Health Physical Demands

Compensation

Many factors are taken into consideration when determining compensation such as: the requirements of the position, experience, education, knowledge, and skills along with location and internal equity. Pay listed does not include any shift, weekend, or other differentials.

Benefits

Ridgeview strives to provide comprehensive and market competitive benefits to meet the needs of our employees and their families.