Senior DME Customer Service Representative

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Job Summary: The Senior Durable Medical Equipment (DME) Customer Service Representative receives and processes hospital discharges and specialty orders. This role communicates with patients and referral sources daily to effectively assist with transition of care from facility to home. Helps patients with placing aids to daily living orders including bedside commode, walkers, and wheelchairs. Assists with scheduling delivery of DME equipment in a timely manner to the hospital or to the patient’s home.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: None.

Work Experience: Minimum 1 year DME experience. Minimum 3 years Healthcare experience, preferred.

Knowledge, Skills, and Abilities: Knowledge of Microsoft 365 and other applicable software. Working knowledge of Brightree, Parachute, and Epic, preferred. Excellent communication skills, both written and verbal that present clear and concise information. Sound ability to maintain professional and courteous and demonstrate flexibility and adaptability in adynamic work environment.

Essential Functions and Responsibilities: Works all hospital discharges and specialty orders to include receiving, qualifying, verifying insurance, determining authorization status, and scheduling. Assists with enteral food products, respiratory or other specialty items not outsourced at this time. Ensures that all documentation received meets the guidelines of specific insurances and relays that information to the patient. Receives, verifies billing status, verifies active insurance for all orders, requests prior authorizations when required by insurance and makes sure all qualifying documentation is obtained. Participates in phone and face to face interactions with patients, phone and or Epic Chat conversations with Case Managers, and phone calls and operation of online portal for insurance companies. 

Decision Making: Independent judgment in making decisions involving non-routine problems under general supervision.

Working Relationships: Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff.

Special Job Dimensions: On call rotation.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

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