DME Customer Care Representative - Medical Equipment Administration

Job Description

POSITION SUMMARY:

Customer Service intake position responsible for processing new DME orders from all referral sources. Associate will determine medical necessity and deliver appropriate and accurate information to all necessary departments to facilitate billing in compliance with regulatory and department processes. Associate will follow-up with referral sources and customers while delivering exceptional service.

PRIMARY ACCOUNTABILITIES:

1. Receive and process referrals from Hospitals, Provider offices, Rehab's, etc., and maintain frequent communication about delivery of setups.
2. Review medical record for appropriate documentation of diagnosis, notes, and equipment ordered. Verify insurance benefits, copays and same/similar and review with customer all out of pocket expenses.
3. Respond to customer inquiries or equipment orders by researching, understanding, and documenting the account. Create appropriate delivery documentation as necessary.
4. Assist customers in a caring and knowledgeable manner, representing the organization as a skilled health care professional.
5. Create billing documents needed per insurance guidelines as necessary and follow-up on those that are outstanding in a timely manner.
6. Work reports such as held claims, open orders daily to ensure timely billing and follow-up on outstanding documentation.
7. Coordinate delivery of equipment with DME Technicians and DME Supervisor.
8. Contribute to a collaborative culture and positive work environment.
9. Assist in over-the-counter sales and/or rentals, identifying needed equipment and/or supplies and instruct customers in the safe and proper use of equipment and supplies, including maintenance.
10. Participate in store inventory as necessary. Ensure retail area is stocked with equipment when assigned to that workspace. Balance point of sale terminal cash drawers daily when assigned to retail workspace.

Qualifications:

MINIMUM QUALIFICATIONS:

• Education: High school diploma or GED.
• Work Experience: 6 months of Customer Service experience.
• Licensure: N/A
• Certification: Successful completion of Level II background screening.
• Knowledge/Skills/Abilities:
  • Technology - Microsoft office, such as Outlook, Word, Excel, PowerPoint and relevant systems and applications relevant to role and expected duties.
  • Customer Focus - performing all duties with the customer in mind.
  • Communications - written, oral, verbal, and listening. Asking necessary questions in a non-threatening manner to obtain customer information and/or to achieve desired outcome.
  • Problem Solving - use facts, information from customer, regulations, policies, and procedures to resolve situations and meet goals and objectives.
  • Decision Making - within scope of role and communicate to appropriate parties.
  • Adaptable - willing to perform other duties as assigned or fulfil schedules as needed.

PREFERRED QUALIFICATIONS:

• Education: N/A
• Work Experience: One year experience in healthcare environment.
• Licensure: N/A
• Certification: N/A
• Knowledge/Skills/Abilities: Industry Knowledge - Working knowledge of medical insurance and medical terminology.

PHYSICAL REQUIREMENTS (ADA, Travel, Environment, Noise)

• Sitting at computer for long periods of time.
• Walking and standing or lifting more than 10 pounds are required only occasionally.
• Must be able to tolerate long periods of computer time a day.
• Ability to enter information using hand/wrist dexterity.