Customer Service Associate - Hospital Liaison

MedCare Equipment Company, LLC; Greensburg (IN); Hybrid; USD 22,000 - 33,000; Full time

Job summary

MedCare Equipment Company, LLC in Indiana is seeking a Hospital to Home Specialist I for a hybrid role, combining 3 days in the office with 2 days remote.

The position focuses on handling orders for durable medical equipment, guiding patients and providers, and ensuring accurate data entry, insurance verification, and timely issue resolution. You will deliver responsive customer service while maintaining compliance with internal policies.

Qualifications

• High school diploma or GED required.
• Healthcare or durable medical equipment experience preferred.
• Strong data entry skills.
• Proficient with MS Word/Excel.
• Excellent organizational and time-management abilities.
• Experience with insurance guidelines and medical terminology is a plus.
• Experience extracting data from EMR systems is preferred.

Responsibilities

• Handle calls and referrals from patients, caregivers, and providers.
• Enter orders and patient information accurately into the system.
• Verify insurance and collect necessary documentation.
• Explain financial responsibilities and process payments.
• Address and resolve customer concerns, escalating when needed.
• Cross-train and support department tasks as required.
• Maintain accuracy in records and comply with procedures.

Skills

Data entry

MS Word

MS Excel

Organizational skills

Time management

Insurance guidelines

Medical terminology

EMR data extraction

Education

High School Diploma or GED

Tools

MS Word

MS Excel

Job description

Description

Looking for a hybrid job opportunity that allows you to work 3 days in the office and 2 days from home? Look no further! We are seeking a dedicated and motivated individual to join our team.

Job Summary/Job Purpose

The Hospital to Home Specialist is primarily responsible for handling orders from hospitals and facilities for specific durable medical equipment, medical products and services. In this role, the Hospital to Home Specialist I will field incoming or outgoing calls from patients, caregivers, referral sources, or commercial accounts. Provides superior customer service by ensuring accurate and efficient order processing, answering questions appropriately, and resolving issues in a timely and compassionate manner.

Job Duties / Essential Functions

• Professionally handle incoming calls and electronic referrals from patients, caregivers, and providers. Gathers all required data, carefully takes orders, assists with any inquiries, and provides excellent customer service.
• Validate patient details and enter all information and documentation into the system accurately.
• Obtain proper documentation and insurance information from patient and referral sources. Reach out to the appropriate party if documentation or information is missing.
• Verify the patient’s insurance coverage. Make edits and adjustments to insurance information according to MedCare’s processes. Follow-up as needed.
• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. If unable to resolve, document it for escalation to the person or department best suited to handle.
• Communicate financial responsibility to patients and family. Process payments and co-pays via credit/debit card or e-check prior to releasing an order.
• Works open task list when assigned. Completes tasks in a timely manner.
• Cross-train within the department and be willing to take on various tasks to support the entire department.
• All other duties as assigned.

Requirements

Skills / Qualifications

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment preferred.
• Demonstrated PC skills with proven data entry experience.
• Proficient in MS Office, especially Word and Excel.
• Strong organizational and time management skills.
• Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR’s to expedite order processing preferred.

Physical Requirements / Working Conditions

• These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position.
• Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.
• Sitting for extended periods of time.??
• Manual dexterity for typing and writing.?
• Ability to read small print and view a computer screen for prolonged periods.??
• Ability to lift, push, pull, or carry objects up to 20 pounds.
• Able to wear over-ear headsets for majority of workday.?