Customer Service Representative

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

As a Customer Service Representative, you are a direct point of contact for patients, caregivers, referral sources, or commercial accounts that contact us in person, by telephone, or online to obtain equipment and/or services. All CSSs interact with customers to provide information in response to inquiries about products or services and handle and resolve any complaints. A CSS receives, qualifies, and processes all customer orders according to procedure in a timely, efficient, accurate, and courteous manner.

A CSS is also involved in investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints.

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

• 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 financial responsibilities (deductible, co‑insurance, co‑pay, ABN/upgrade)
• Difference between verbal, written, and WOPD orders
• Complaint resolution procedures
• Answer calls using the company’s professional greeting, take complete, accurate, and detailed messages, and transfer callers to the appropriate person or voicemail number
• Greets all visitors and directs them to the appropriate personnel
• Distribute mail daily and monitor the fax machine for incoming transmissions
• Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify insurance reimbursement information and inform customers of financial responsibility
• Input customer orders or changes into the computer system promptly; process work orders, necessary paperwork, and prescriptions for physicians
• Arrange convenient customer delivery/pick‑up times and 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 various edit reports for accuracy
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner per policy and procedure
• Obtain relevant prior authorization number and time frame from suitable third‑party payer; log information into the database
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed
• Ensure all assigned procedures (billing, posting, insurance denials, inquiries, orders, and paperwork) are processed accurately and timely
• 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 in a timely manner
• Assist in preparing various computer reports for quality assurance
• Instruct customers or caregivers on proper and safe use of all delivered equipment; provide appropriate PIC sheet or instructional material; obtain required signatures and provide customers with copies of the signed Delivery and Customer Information Checklists
• Adhere strictly to all company policies and procedures
• Perform scheduled hours and staggered shifts to meet company needs
• Perform all above duties in other company locations when required
• May perform other duties not specifically listed in this position description as assigned by supervisor
• Consistently strive to develop knowledge and skills in all areas of the job

• High School Diploma or equivalent
• Previous experience in a clerical or customer service environment
• Knowledge of Microsoft Office (Word, Excel)
• Proficient general office skills (typing, computer, fax, filing, multiple phone line)
• Neat personal appearance with pleasing manner and interpersonal skills
• Strong communication skills with capacity to make independent decisions
• Preferred:
  Medicare/Medicaid and insurance billing, bookkeeping or medical office experience

None

Non‑Exempt

• Entry level

• Full‑time

• Customer Service
• Consumer Services

Referrals increase your chances of interviewing at Quipt Home Medical by 2x.

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