DME Customer Service Representative Days

Medical Device Management Customer Service Representative

The MDME CSR plays a crucial role in supporting patients and providers by ensuring the smooth delivery and use of medical equipment. The position requires a compassionate individual who can navigate the complexities of healthcare services while providing exceptional customer service to patients and support to providers.

Functions of Position:

1. Patient Interaction: Answers high-volume calls from patients, caregivers, family members, and healthcare providers to address inquiries, process orders, and resolve issues related to DME products and services.
2. Order Management: Collects and reviews orders from providers, ensuring that documentation supports the justification for the order (if appropriate). Enters orders for new or additional products or services, with excellent documentation and timely processing.
3. Insurance Verification and Billing: Verify insurance coverage and benefits before order completion, prepare billing documents per insurance guidelines, and follow up with outstanding documentation.
4. Equipment Delivery Coordination: Coordinate with delivery driver to ensure timely and accurate delivery of equipment to patients and clinics. Able to provide basic instructions for use for common pieces of equipment.
5. Compliance and Documentation: Maintain patient records, ensure compliance with company policies and industry regulations, with excellent documentation pertinent to all patient activity within the DME EMR.

Qualifications:

Education: High School diploma or equivalent.

Experience: Previous experience in customer service, preferably in a healthcare or DME setting.

Technical Skills: Proficient with use of Microsoft Office applications (Outlook, Word, Excel); experience with a DME software such as Bonafide is a plus.

Communication: Excellent verbal and written communication skills.

Knowledge: A basic understanding of medical terminology and insurance processes is advantageous.

Special:

Problem Solving: Ability to address and resolve customer inquiries and concerns in a professional and timely manner.

Organizational Skills: Strong organizational skills and attention to detail to manage multiple tasks efficiently.

Adaptability: Willingness to perform other duties as assigned and adapt to changing work environments.

Physical:

Standing: Ability to stand for long periods of time.

Sitting: Ability to sit for long periods of time.

Walking: Ability to walk for long periods of time.

Lifting: Ability to lift 50 lbs. from floor to waist.

Visual: Able to be corrected to 20/20.

Hearing: Hearing within normal limits.

Speaking: Able to effectively speak with coworkers, patients, and providers.

I certify that I have read and received a copy of this job description.

Date: _________________ Signature: _________________________________