DME Customer Support Specialist

DME Customer Support Specialist (CSS)

The DME Customer Support Specialist (CSS) is responsible for all aspects of durable medical equipment coordination and the delivery of excellent customer service in a fast-paced, dynamic, and multitasking environment. This position works closely with patients and a multidisciplinary care team, providing highly organized and professional support. The CSS ensures an exceptional patient experience by demonstrating effective communication, problem-solving, and interpersonal skills in a friendly, thoughtful, and empathetic manner. This role also performs a wide range of clerical and administrative functions to support departmental operations. This is a full time (1.0 FTE, 80 hours per pay period, M-F 8a-4:30p) position located at our University Crossing location in St. Paul, MN.

Key Responsibilities:

• Maintain knowledge of all applicable DME equipment, processes, and workflows
• Complete all order entry functions accurately and efficiently
• Deliver excellent customer service to patients, caregivers, and team members
• Produce timely and accurate orders while maintaining high attention to detail
• Record and update patient charts accurately; communicate changes to all relevant staff
• Proactively seek solutions to conflicts using available resources and direct communication
• Enter all pertinent information and documentation into patient records using Brightree
• Navigate patient medical records in EPIC
• Arrange interpreter services as needed
• Complete insurance verification and prior authorization processes
• Support equipment and inventory transfer workflows
• Answer and respond to phone calls promptly and professionally
• Take and relay concise patient messages; respond as appropriate
• Perform general clerical tasks, including reviewing and routing scans and faxes
• Maintain databases, files, and records according to established procedures
• Implement department procedures to support system and record maintenance
• Report professional development activities to supervisor
• Meet weekly productivity standards
• Provide coverage for DME showroom locations across the metropolitan area as needed
• Demonstrate strong communication, organizational, and prioritization skills
• Prioritize competing tasks in a fast-paced setting
• Independently submit IT service requests when necessary
• Maintain strong working knowledge of the Fairview system

Required Experience:

• Minimum of 2 years of customer service experience

Preferred Qualifications:

• Education: Associate's Degree or Bachelor's Degree
• Experience: Experience in a medical setting, including familiarity with medical terminology; Experience using Brightree and EPIC; 2+ years in a direct patient care or clinical support role

Benefit Overview:

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information.

Compensation Disclaimer:

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement:

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status