Customer Service Representative

Position

Customer Service Representative – Quipt Home Medical

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service within the durable medical equipment industry. We are looking for driven individuals to grow with us.

As a Customer Service Representative, you are the direct point of contact for patients, caregivers, referral sources or commercial accounts that contact us in person, by telephone or via the Internet to provide equipment and services. You will handle inquiries, resolve complaints, receive and process orders, qualify orders, prepare billing information, schedule deliveries and maintain accurate patient files.

• All products we carry
• Company‑wide policies, procedures, standards, specifications, guidelines and training programs
• Basic Brightree functions
• Proper intake procedures
• Insurance verification and eligibility
• CMN requirements and prior authorizations
• Documentation requirements of equipment
• Patient financial responsibilities (deductible, co‑insurance, co‑pay, ABN/upgrade)
• Difference between verbal, written and WOPD orders
• Complaint resolution procedures
• Answer the telephone using the company’s professional greeting and take complete, accurate and detailed messages; transfer callers to the appropriate person or voicemail number
• Greet all visitors upon arrival and direct them to the appropriate personnel
• Distribute mail daily and monitor the fax machine for incoming transmissions; distribute correspondence appropriately
• Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify necessary insurance reimbursement information to process third‑party billing when appropriate; inform customers of financial responsibility
• Input customers’ orders or changes into the computer system in a timely manner; process work orders, necessary paperwork and prescriptions for physicians
• Arrange convenient delivery/pick‑up times with patients and/or caregivers; convey orders to clinical specialists and/or delivery personnel
• Handle customer complaints courteously using appropriate techniques, problem‑solving skills and follow‑up logs
• Audit, confirm and file all delivery, pickup or exchange paperwork daily; review edit reports to assure accuracy
• Track active rentals, automatic reorders, and concentrator maintenance; process in a timely manner as per policy and procedure
• Obtain appropriate prior authorization number and time frame from the appropriate third‑party payer; log information into the database
• Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed
• Ensure that all assigned procedures, including billing, posting, insurance, denials, inquiries, orders and paperwork, are processed accurately and timely
• Maintain all patient files and information in a current state at all times
• Participate in company training programs
• Demonstrate excellent oral and written communication skills with referrals, handling complaints and qualifying orders
• File all necessary paperwork into patient charts in a timely manner
• Assist in working various computer reports for quality assurance
• Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store; provide each customer with the appropriate PIC sheet or other instructional material; obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists
• Strictly adhere to all company policies and procedures
• Perform scheduled hours, staggered shifts in accordance with company needs
• Perform all duties in other company locations when required
• May perform other duties not specifically listed in this position description as assigned by supervisor
• Continuously strive to develop knowledge and skills in all areas of the job

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401(K)
• 401(K) match
• Competitive Pay

• High School Diploma or equivalent
• Previous experience in a clerical or customer service…