Customer Service Associate - Respiratory

MedCare Equipment Company, LLC; Greensburg (IN); On-site; USD 30,000 - 40,000; Full time

Job summary

MedCare Equipment Company, LLC is hiring a Customer Service Associate in Greensburg, Indiana. This role involves initial customer contact via phone and in-person, processing orders accurately, responding to inquiries, and maintaining compliance.

The ideal candidate will have a High School Diploma or GED and strong customer-service skills. Prior experience in healthcare is preferred. This position may require working rotating shifts, weekends, and holidays.

Qualifications

• Prior experience in healthcare or durable medical equipment preferred.
• Ability to work rotating shifts, weekends, and holidays.

Responsibilities

• Receive, qualify, and process customer orders promptly and accurately.
• Maintain phone queue to reduce wait times.
• Investigate and respond to customer inquiries regarding shipments and complaints.
• Verify insurance eligibility and obtain required documentation.
• Adhere to state and federally mandated documentation standards.

Skills

PC data entry

Microsoft Office (Word, Excel)

Strong organizational skills

Customer service skills

Experience with insurance guidelines

Medical terminology knowledge

EMR data extraction

Education

High School Diploma or GED

Job description

Description

The CSA is responsible for initial customer contact via in‑person, telephone, and occasionally web. The contact may involve patients, caregivers, referral sources, or commercial accounts. CSAs receive, qualify, and process orders according to established procedures, ensuring timely, efficient, accurate, and courteous service. They investigate and respond to inquiries about shipments, products, deliveries, and complaints.

Responsibilities

• Receive, qualify, and process customer orders promptly and accurately.
• Maintain phone queue to reduce wait times and facilitate order processing.
• Investigate and respond to customer inquiries regarding shipments, products, deliveries, and complaints.
• Initiate and document customer interactions, secure copayments, and facilitate prompt accounts receivable.
• Verify insurance eligibility and obtain all required documentation (scripts, PARs, SATs, F2F, WOPD) before dispensing.
• Adhere to state and federally mandated documentation standards.
• Open new customer files, complete required documents, and pass accounts to billing when finished.
• Enter and confirm work orders, monitor open orders for accuracy and completion.
• Respond to inquiries from patients, caregivers, and referral sources with professionalism and compassion.
• Document customer satisfaction comments and solicit feedback to improve service.
• Assist with customer‑service education and training as requested.
• Maintain compliance with confidentiality, HIPAA, and safety regulations.
• Promote lean processes and seek continuous improvement.
• Support respiratory orders for doctor offices and hospitals, ensuring insurance qualifications are met and patients are scheduled with respiratory therapists.
• Perform daily intake data entry, demographic and payer information, and assist with insurance verification.
• Assist patients in understanding equipment use, safety, and in selecting additional products or services when appropriate.
• Support walk‑in retail sales, greeting customers, assessing needs, assisting with ordering, and maintaining a neat service area.
• Handle compliance, confidentiality, and related tasks as required.
• Perform additional duties as assigned.

Qualifications

• High School Diploma or GED required.
• Prior experience in healthcare or durable medical equipment preferred.
• Proficient in PC data entry and Microsoft Office (Word, Excel).
• Strong organizational, time‑management, and customer‑service skills.
• Experience with insurance guidelines, medical terminology, and EMR data extraction preferred.
• Ability to work rotating shifts, weekends, and holidays.