Customer Service Representative Medical Equipment

Avenue Mori Medical Equipment , Inc.; Lakewood (CO); On-site; USD 35,000 - 45,000; Full time

Job summary

An established industry player is on the lookout for a dedicated Customer Service Representative to enhance patient care through effective communication and coordination of medical equipment services. This role involves managing patient information, ensuring compliance with regulations, and providing exceptional support to clients and referral sources. The ideal candidate will possess strong customer service skills, a solid understanding of medical terminology, and the ability to multi-task in a fast-paced environment. Join a team that values professionalism and compassion, and make a meaningful impact in the lives of patients every day.

Qualifications

• 1-3 years of experience in a team-oriented environment.
• Experience in medical field and administrative record management.

Responsibilities

• Assist with patient information intake and service coordination.
• Manage paperwork for billing and prepare accurate files.
• Provide technical assistance and verify insurance coverage.

Skills

Effective communication in English

Knowledge of Durable Medical Equipment (DME)

Customer service background

Mapping skills for planning delivery routes

Mechanical aptitude

Ability to multi-task

Understanding of medical terminology

Education

High school diploma or GED

Tools

Microsoft Office applications

Office equipment (fax, copier, printer)

Job description

We are seeking a dedicated Customer Service Representative. In this role, you will be responsible for performing all tasks and communication related to the intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers, and referral sources as it relates to patient services and third-party reimbursement.

Essential Duties and Responsibilities

1. Assist with updating respiratory grid and maintain referral log.
2. Clear previous day's route and check all paperwork for accuracy and completeness.
3. Complete SOPs / CMNs and document on tracking log.
4. Comply with all applicable company policies and procedures to meet JCAHO and company standards.
5. Coordinate all patient information, process paperwork, including preparation of file for billing department, and complete batch reports for UPS deliveries.
6. Develop and maintain a working knowledge of current products, services, and relevant regulations such as Medicare, Medicaid, insurance, FDA/DOT, and JCAHO guidelines.
7. Manage all aspects of intake: answer phones, receive faxes, collect patient and referral information, input data into IMBS, print tickets, assemble charts, and process paperwork.
8. Monitor office supplies.
9. Prepare complete and accurate files for the billing department.
10. Prepare deposits weekly.
11. Prepare invoices for next-day routes.
12. Prepare tickets for daily routes.
13. Process paperwork: confirm tickets, input new patient setups, and assemble charts.
14. Provide service for retail/walk-in equipment requests.
15. Provide technical assistance to customers.
16. Verify insurance coverage information.
17. Work with outside agencies to resolve customer issues.
18. Perform other duties as assigned.

Supervisory Responsibilities: None

MORE ABOUT THE POSITION

• Background investigation (company-wide)
• Drug screening (when applicable)
• Valid driver's license in state of residence with a clean driving record (when applicable)

Requirements

• High school diploma or GED
• One to three years of related experience in a team-oriented environment
• Experience in the medical field and administrative record management; strong customer service background

Skills, Knowledge, and Abilities

• Effective communication in English, both oral and written, with physicians, employees, and patients.
• Helpful, knowledgeable, polite, and positive attitude.
• Ability to interpret instructions across communication mediums.
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME).
• Knowledge of insurance policies and billing practices.
• Maintain confidentiality and exercise discretion with sensitive information.
• Mapping skills for planning delivery routes.
• Mechanical aptitude and ability to learn.
• Understanding of medical terminology.
• Ability to multi-task and pay attention to detail.
• Accurate mathematical skills.
• Ability to interpret written instructions.
• Self-motivated, organized, and problem-solving skills.
• Sense of urgency and responsiveness.
• Ability to work independently and as part of a team.

Physical Demands

• Lift up to 10 lbs.
• Sitting, walking, standing, talking, listening for extended periods.
• Close vision for reading small print and working on computers.

Machines, Equipment, and Technical Abilities

• Email communication.
• Internet research.
• Proficiency in Microsoft Office applications.
• Use of office equipment: fax, copier, printer, phone, computer.