HME Customer Service Representative

Position Summary / Career Interest:

M - F 8:30am - 5pm This position provides strong customer service to patients, customers, and other departments. This position handles patient inquiries, telephone calls received and the coordination of HME operating activities with other Health System Personnel, following hospital and department guidelines. This position performs order intake functions, cash receipting, patient accounts, credit and collection, patient scheduling, retail store duties, and related activity. A Certified Orthotic Fitter is a Plus.

Responsibilities and Essential Job Functions

• Promote a continuous quality improvement and customer service effort to enhance the services provided to
• Internal and external customers.
• Handle HME incoming telephonic calls ensuring positive patient experiences.
• Maintain and/or enter patient account profile information and accurate referral source data.
• At intake, prepare patient paperwork and enter all patient data correctly, including demographic information, physician, diagnosis, and payer.
• Obtains necessary medical documentation prior to HME claim submission.
• Trained to troubleshoot HME equipment to resolved patient issues.
• Develops and maintains working knowledge of current HME products and services.
• Provide HME delivery schedules to patients.
• Enter and confirm work orders and monitor open orders for accuracy and completion.
• Greet HME retail customers quickly and professionally, answering inquiries, completing sales at the front cash register.
• Assist in implementing and maintaining current and effective tools, automation, services, and programming in all assigned HME areas to meet and enhance system goals, instructs patient/caregiver on the basic use of equipment and obtains appropriate signatures on all required documentation.
• Ensure proper HME inventory control and purchasing procedures.
• Validate the HME delivery ticket for patient signature.
• Trained in Policies and Procedures, forms, and document control for HME operations.
• Responsible for adherence to applicable accreditation standards.
• Knowledge of and maintains compliance with Medicare and other payers’ rules for billing and dispensing HME products.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED. OR
• 1 or more years commensurate experience in a healthcare or retail team-oriented environment. OR
• 1 or more years of DME/HME business experience.

Preferred Education and Experience

• Associates Degree in a related field of study from an accredited college or university.
• 1 or more years of HME retail experience.
• 1 or more years of experience in Brightree Software.
• 1 or more years of Durable Medical Equipment experience.

Knowledge Requirements

• Proficient with Microsoft applications.
• Familiarity with Lean concepts and processes.
• Strong problem-solving skills.
• Ability to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.