Customer Service Representative

Job Summary

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

Reports To:

Branch Manager/CSR Director

As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. You will respond to inquiries about products or services, handle and resolve complaints, and receive, qualify, and process customer orders in a timely, efficient, accurate, and courteous manner.

You may investigate and respond to inquiries regarding shipments, products, deliveries and complaints.

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO Plan
• Paid Holidays
• 401K and 401K Match
• Competitive Pay

• Have a comprehensive understanding of 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 the Equipment
• Patient’s 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 taking complete, accurate and detailed messages. Transfer callers to appropriate person or voicemail number.
• Greets all visitors on arrival and directs them to appropriate personnel.
• Distribute mail daily and monitor the fax machine for incoming transmissions. Distribute correspondence to appropriate personnel or mailbox based on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage and verifying 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 timely; process work orders and necessary paperwork as well as prescriptions for physicians.
• Arrange convenient customer delivery/pickup times with patient 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 deliveries, pick‑up or exchange paperwork daily. Review various edit reports to assure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner per policy and procedure.
• Obtain appropriate prior authorization number and time frame from appropriate third‑party payer. Log information into database.
• Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
• Ensure that all assigned procedures—including but not limited to billing, posting, insurance, denials, inquiries, orders, and paperwork—are processed in an accurate and timely manner.
• Maintain all patient files and information current 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 promptly.
• Assist in generating various computer reports for quality assurance.
• Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and 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 and staggered shifts in accordance with the needs of the company.
• Perform all above duties in other…