Customer Service Representative Medical Equipment

• Assists with updating respiratory grid and maintains referral log
• Clears previous days route and checks all paperwork for accuracy and completeness
• Completes SOPs/CMNs and documents on tracking log
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Coordinates all patient information, processes paperwork, including preparation of file for billing department and completes batch reports for UPS deliveries
• Develops and maintains a working knowledge of current products and services and Medicare, Medicaid, insurance regulations and FDA/DOT and JCAHO guidelines
• Manages all aspects of intake; answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS, printing tickets, assembling charts and processing paperwork
• Monitors office supplies
• Prepares complete and accurate files for billing department
• Prepares deposit for location on a weekly basis
• Prepares invoices for next day routes
• Prepares tickets for daily routes
• Processes paperwork-confirms tickets, inputs new patient set-ups and assembles charts
• Provides service for all retail/walk-in equipment requests
• Provides technical assistance to customers
• Verifies Medicare, Medicaid and private insurance coverage information
• Works with outside agencies to resolve customer issues
• Performs other duties as assigned

• None

• Background investigation (company-wide)
• Drug screen (when applicable for the position)
• Valid drivers license in state of residence with a clean driving record (when applicable for the position)

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

• Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
• Helpful, knowledgeable and polite while maintaining a positive attitude
• Interpret a variety of instructions in a variety of communication mediums
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Knowledge of insurance policies and requirements
• Knowledge of medical billing practices and of billing reimbursement
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Mapping skills including ability to plan time-saving delivery routes
• Mechanical aptitude with ability to learn
• Medical terminology
• Multi-task along with attention to detail
• Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division
• Read and successfully interpret written directions and/or instructions in English
• Self-motivation, organized, time-management and deductive problem solving skills
• Sense of urgency and responsiveness to physicians, location employees and patients
• Work independently and as part of a team

• Lift 10lbs at times
• Requires sitting, walking, standing, talking or listening; extensive hours sitting at a desk
• Requires close vision to small print on computer and or paperwork; extensive hours working on the computer

• Email transmission and communication
• Internet navigation and research
• Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.
• Office equipment; fax machine, copier, printer, phone and computer

• Office environment

• 401k
• Medical, Dental and Vision
• Life Insurance and Disability
• Generous Paid Time Off and Paid Holidays
• Bonus and Incentive Opportunities (Non-Exempt and Exempt)
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)

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