Customer Service Representative

Jimmy Jazz; Franklin (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Suburban Health at Home in Franklin, IN is seeking a Customer Service Representative to handle inquiries about purchase, delivery, and use of home medical equipment in a hospital-based setting.

You will answer inbound calls from patients, caregivers, and providers; process orders; educate on equipment use; coordinate delivery or fulfillment; and maintain accurate records while adhering to Medicare, Medicaid, ACHC, and payer guidelines.

Qualifications

• Prior experience in healthcare, or home medical equipment preferred.
• High school diploma or equivalent.
• Basic knowledge of medical terminology and proficiency with Microsoft Office.

Responsibilities

• Answer inbound calls from patients, caregivers, and healthcare providers about HME products, pricing, availability, and delivery options.
• Completes referral process at initial intake.
• Accurately processes customer orders with patient information, equipment selection, delivery address, and billing details.
• Educates patients and caregivers on proper use and care of HME equipment and safety guidelines.
• Meets with patients prior to hospital discharge to assess DME needs and coordinate equipment delivery.
• Collaborates with hospital staff and caregivers to ensure DME needs are addressed before discharge.
• Maintains accurate customer records including order details and insurance information.
• Ensures documentation meets ACHC, CMS, and payer requirements including medical necessity and patient teaching records.
• Adheres to healthcare regulations including Medicare and Medicaid guidelines in ordering and billing.

Skills

Customer service

Medical terminology

Healthcare experience

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

• Location 1125 W Jefferson St,Franklin, IN, 46131,United States
• Employee Type Benefitted 80

The Customer Service Representative is responsible for handling customer inquiries regarding purchase, delivery, and use of medical equipment.

• Answering inbound calls for patients, caregivers, and healthcare providers to address questions regarding HME products, pricing, availability, and delivery options.
• Completes referral process at initial intake.
• Accurately processes customer orders, including patient information, equipment selection, delivery address, and billing details.
• Educates patients and caregivers on the proper use and care of their HME equipment, including safety guidelines.
• Meets with patients and caregivers prior to hospital discharge to assess and discuss their durable medical equipment (DME) needs, review available equipment options, and coordinate equipment delivery or fulfillment as appropriate.
• Collaborates with hospital staff, healthcare providers, patients, and caregivers to ensure identified DME needs are addressed prior to discharge and that patients receive appropriate education regarding their equipment.
• Maintains accurate customer records, including order details, insurance information, and any relevant communications logs.
• Ensures accurate and complete documentation that meets ACHC, CMS, and payer requirements, including medical necessity, equipment logs, and patient teaching records.
• Adheres to all relevant healthcare regulations, including Medicare and Medicaid guidelines, regarding HME ordering and billing.
• Provides customer service and support in a hospital-based environment while maintaining a professional, patient-focused approach.

The above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Requirements

Basic Qualifications

• Prior experience in healthcare, or home medical equipment preferred
• High school diploma or equivalent
• Basic knowledge of medical terminology
• Proficiency in Microsoft Office products

Physical Demands

• Prolonged periods of sitting at a desk or workstation using a computer and telephone.
• Frequent use of hands and fingers to type, write, and handle paperwork or small office tools.
• Ability to read electronic and paper documents, view a computer screen for extended periods, and hear and speak clearly on the phone.
• Occasionally required to move about the office to retrieve files, assist walk-in patients, or communicate with team members.
• May occasionally lift and carry office supplies, files, or small pieces of medical equipment (generally up to 15–25 lbs).

Summary

Suburban Health at Home is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Suburban Health at Home is committed to equal employment opportunity for all employees and to providing employees with a work environment free of discrimination, harassment, and workplace violence. All employment decisions at Suburban Health at Home are made based on job requirements, individual qualifications, or business need without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristics under applicable law. Suburban Health at Home creates a culture with zero tolerance for discrimination or harassment and seeks an environment of inclusion and respect at work.