Customer Service Representative

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.

Position:
Customer Service Representative

Reports To:

Branch Manager

As a Customer Service Representative, you are the direct point of contact for patients, caregivers, referral sources, or commercial accounts, either in person, over the telephone, or via the internet. You provide information about products and services, handle and resolve complaints, qualify and process customer orders accurately and courteously, and investigate customer inquiries regarding shipments, products, deliveries, and complaints.

• 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
• Answers the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfers callers to appropriate person or voice mail number.
• Greets all visitors on arrival and directs them to the appropriate personnel.
• Distributes mail daily and monitors the fax machine for incoming transmissions; routes correspondence to appropriate personnel or mailbox.
• Qualifies orders by identifying the customer’s diagnosis and insurance coverage, verifies necessary insurance reimbursement information, and informs customers of financial responsibility.
• Inputs customer orders or changes into the computer system in a timely manner and processes work orders and necessary paperwork, including prescriptions for physicians.
• Arranges convenient delivery/pickup times with patients and/or caregivers, and conveys orders to Clinical Specialists and/or delivery personnel.
• Handles customer complaints courteously using appropriate techniques, problem‑solving skills, and follow‑up logs.
• Audits, confirms, and files all deliveries, pick‑up or exchange paperwork daily; reviews edit reports to ensure accuracy.
• Tracks active rentals, automatic reorders, and concentrator maintenance, processing them in a timely manner per policy and procedure.
• Obtains appropriate prior authorization number and time frame from the third‑party payer and logs information into the database.
• Obtains verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
• Ensures that all assigned procedures, including billing, posting, insurance, denials, inquiries, orders, and paperwork, are processed accurately and timely.
• Maintains all patient files and information as current at all times.
• Participates in company training programs.
• Demonstrates excellent oral and written communication skills with referrals, handling complaints, and qualifying orders.
• Files all necessary paperwork into patient charts in a timely manner.
• Assists in generating various computer reports for quality assurance.
• Instructs customers or caregivers on the proper and safe use of delivered equipment and provides instructional materials, obtaining signatures and copies of delivery and customer information checklists.
• Strictly adheres to all company policies and procedures.
• Performs scheduled hours, staggered shifts in accordance with company needs.
• Performs all above duties at other company locations when required.
• May perform other duties not specifically listed as assigned by supervisor.
• Continually strives 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
• 401K, 401K match
• Competitive Pay

Every life is different. Every treatment is unique. Every patient is exceptional. At Quipt Home Medical we believe in exceptional service — to meet the one‑of‑a‑kind needs of every individual who puts their confidence in our name. With the support of the latest technology and the well‑earned reputation of our local brands, we strive to exceed expectations and enrich lives everywhere we do business.