Durable Medical Equipment Customer Service Representative

Bernens Convalescent Pharmacy Inc; Kentucky; On-site; USD 32,000 - 48,000; Full time

Job summary

Bernens Convalescent Pharmacy Inc is seeking a Durable Medical Equipment Customer Service Representative to act as the main point of contact for customers requiring DME solutions. You will assess needs, recommend products, coordinate insurance, process orders, and ensure a smooth customer experience.

Responsibilities include educating customers on DME usage, maintaining CRM records, and collaborating with pharmacy staff and drivers to schedule deliveries.

Qualifications

• High school diploma or equivalent; healthcare or business education is a plus.
• Experience in sales, customer service, or healthcare preferred.
• Strong communication and interpersonal skills.
• Proficient with computers and CRM software.
• Ability to work independently and as part of a team.
• Clean criminal background check; pre-hire and random drug screening.

Responsibilities

• Serve as the primary contact for customers seeking DME solutions and provide product information.
• Educate customers on proper use and maintenance of DME products and inform recommendations.
• Coordinate insurance benefits and obtain authorizations with billing.
• Process orders accurately and monitor order status with customers.
• Document interactions, orders, and follow-ups in CRM; prepare sales reports.
• Collaborate with pharmacy staff and delivery teams for seamless service.

Skills

Strong communication

Interpersonal skills

CRM software proficiency

Computer systems

Education

High school diploma or equivalent

Healthcare/business education a plus

Tools

CRM system

Job description

Durable Medical Equipment Customer Service Representative

As a Durable Medical Equipment (DME) Sales and Customer Service Representative at Bernens Medical & Pharmacy, you will be the key point of contact for customers seeking DME solutions. Your role involves understanding customer needs, providing product recommendations, facilitating insurance coverage, processing orders, and ensuring a seamless customer experience. You will help improve the quality of life for our patients by delivering exceptional service and support.

Key Responsibilities

Customer Support

• Serve as the primary contact for customers seeking DME solutions, addressing inquiries and providing product information.
• Build and maintain strong relationships with customers to understand their specific needs and preferences.
• Educate customers on the proper use and maintenance of DME products.
• Stay informed about the latest DME products and provide knowledgeable recommendations.

Insurance Coordination

• Facilitate the insurance coverage process for customers by verifying benefits and obtaining necessary authorizations.
• Collaborate with billing department to ensure accurate and timely processing of orders and required documentation.

Order Processing

• Process customer orders accurately and efficiently, ensuring all necessary documentation is completed.
• Monitor order fulfillment and provide updates to customers regarding their order status.

Documentation and Reporting

• Maintain accurate records of customer interactions, orders, and follow-ups in the company's CRM system.
• Prepare reports on sales performance and customer feedback to identify areas for improvement.
• Work with Physician offices to obtain required documentation.

Team Collaboration

• Collaborate with pharmacy staff and other team members to ensure a cohesive approach to customer service.
• Work with drivers and delivery personnel to help schedule and coordinate equipment delivery.

Requirements

Our hours of operation are Monday - Friday 9am- 7pm, Saturday 9am-5pm, Sunday 9am-1pm. Closed on all major holidays.

Schedule

Day shift

Monday to Friday

Weekends as needed

Requirements

• High school diploma or equivalent; additional education in healthcare or business is a major plus.
• Previous experience in sales, customer service, or healthcare is preferred.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in using computer systems and CRM software.
• Clean criminal background check
• Pre-hire and random drug and alcohol screening (12 panel screen including THC)

Work Location

In person

5053 Glenway Ave

Cincinnati, OH 45238

About us

Bernens is a multi-service pharmacy and medical supply store located on the west side of Cincinnati. We provide a wide range of healthcare services, which include pharmacy services, compounding, vaccinations, durable medical equipment (DME), wound care products, incontinence supplies, ostomy/urological, orthopedic support, therapeutic compression garments, etc. We also provide local delivery with our own in-house delivery crew.

Bernens employees are dedicated to seeing that the quality and scope of health care products and services we provide continue to enhance the totality of care in the area. We are committed to help patients maintain a healthy lifestyle. Our staff works closely with the physician, nurses, pharmacists, and patient to find solutions to individual healthcare challenges.