Customer Service Representative

Job Description

Position Summary:

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our team. In this role, you will be responsible for processing orders for durable medical equipment (DME) and supplies, maintaining accurate patient records, and delivering excellent customer service. This position requires strong communication skills, the ability to multitask, and a commitment to supporting patient care.

Key Responsibilities:

• Answer incoming telephone calls professionally and in a timely manner, identifying customer needs and concerns
• Accurately process orders for DME and supplies received via phone, fax, mail, or in person
• Verify and qualify orders by reviewing patient diagnosis and insurance coverage
• Enter and update patient information, including demographics, physician details, and insurance data
• Match customer needs with appropriate medical equipment and services
• Obtain necessary insurance and reimbursement information for third-party billing
• Coordinate delivery schedules with patients, caregivers, and internal staff
• Prepare Certificates of Medical Necessity when applicable
• Resolve customer concerns and complaints in a courteous and professional manner
• Participate in training programs at the branch and corporate levels
• Monitor inventory levels, assist with ordering equipment, and notify appropriate personnel of low stock
• Stay informed on equipment updates and insurance policy changes
• Participate in an on-call rotation as required

Education Requirements:

High School Diploma or equivalent

Experience:

• Previous customer service experience required
• Experience with CRT or durable medical equipment preferred

Skills &

Qualifications:

• Excellent written and verbal communication skills
• Strong interpersonal and customer service skills
• Effective problem-solving and critical thinking abilities
• Strong organizational and multitasking skills
• Ability to work both independently and as part of a team
• Proficient computer skills relevant to the role
• Knowledge of DME and medical services preferred
• Professional phone etiquette

Physical Requirements:

• Frequent sitting and use of hands for computer and phone work
• Occasional standing and walking
• Extended periods of speaking with customers via phone

Why Join Us?

• Supportive team environment
• Opportunity to make a difference in patient care
• Ongoing training and development