Customer Service Representative

Position Summary

As a Customer Service Representative, you are the direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Quipt Home Medical either in person, over the telephone, or via the internet. You will provide information, handle inquiries, resolve complaints, and process customer orders efficiently and courteously.

• Have a comprehensive understanding of all products, company policies, procedures, and Brightree functions.
• Follow proper intake procedures and verify insurance eligibility.
• Apply CMN requirements, prior authorizations, and documentation requirements.
• Manage financial responsibilities for patients (deductibles, co‑insurance, co‑pay, ABN/upgrade).
• Differentiate between verbal, written, and WOPD orders.
• Resolve complaints using established procedures.
• Answer telephone calls with professional greeting, take detailed messages, and transfer callers as appropriate.
• Greet visitors and direct them to the correct personnel.
• Distribute mail, monitor fax machine, and route correspondence.
• Qualify orders by identifying diagnosis, insurance coverage, and verifying reimbursement information.
• Inform customers of financial responsibilities.
• Enter orders and changes into the computer system promptly.
• Prepare work orders, necessary paperwork, and physician prescriptions.
• Schedule convenient delivery/pick‑up times with patients or caregivers.
• Convey orders to Clinical Specialists and/or delivery personnel.
• Handle customer complaints courteously and maintain follow‑up logs.
• Audit, confirm, and file all delivery, pickup, or exchange paperwork daily.
• Assist with tracking active rentals, reorders, maintenance, and related processing.
• Obtain prior authorization numbers and time frames from third‑party payers.
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals.
• Ensure all assigned procedures (billing, posting, insurance, denials, inquiries, orders, and paperwork) are completed accurately and timely.
• Maintain current patient files and information.
• Participate in company training programs.
• Demonstrate excellent oral and written communication skills with referrals, complaints, and order qualification.
• File necessary paperwork into patient charts promptly.
• Assist with computer reports for quality assurance.
• Instruct customers or caregivers on proper and safe equipment use, provide instructional materials, and obtain signatures on delivery and customer information checklists.
• Adhere strictly to all company policies and procedures.
• Perform scheduled hours and staggered shifts as needed.
• Perform duties at other company locations when required.
• Execute additional duties as assigned by supervisor.
• Continuously develop knowledge and skills in all job areas.

• Medical insurance – multiple plans to choose from
• Dental and vision insurance
• Short‑ and long‑term disability options
• Life insurance
• Generous PTO plan
• Paid holidays
• 401(k) with match
• Competitive pay

• High school diploma or equivalent
• Previous experience in a clerical or customer service environment
• Knowledge of Microsoft Office (Word, Excel) and general office skills
• Typing, computer, fax, filing, and multiple phone line proficiency
• Professional appearance and interpersonal skills
• Strong communication skills with the ability to make independent decisions
• Preferred:
  Medicare/Medicaid, insurance billing, bookkeeping, or medical office experience

As designated by management, participate in company and off‑site training programs appropriate to industry and position.

Non‑exempt

None required