DME Customer Service Rep

Essential Duties and Responsibilities: Answer calls, receive referrals, create intake records, and explain next steps. Collect demographics, payer, prescriber, and equipment information accurately. Request missing prescriptions and supporting documentation through approved channels. Coordinate delivery, pickup, service, and rental follow-up appointments. Document patient communications, complaints, and service requests. Escalate urgent clinical concerns, equipment safety issues, and unresolved requests. Compliance, Quality, and SafetyFollow applicable Medicare DMEPOS supplier standards, HQAA accreditation requirements, payer rules, and organizational policies relevant to assigned duties. Protect patient information under HIPAA and organizational privacy and security policies. Document work accurately and contemporaneously; report complaints, incidents, suspected fraud, and safety concerns through designated channels. Complete assigned orientation, competency assessments, emergency preparedness, infection prevention, and ongoing training.

Minimum Qualifications: Customer service or healthcare office experience preferred; clear communication, data entry, privacy awareness, and organizational skills. Equivalent combinations of education, training, and experience may be considered where permitted.

Performance Expectations: Performance is evaluated on accuracy, timeliness, service quality, documentation completeness, teamwork, safety, and applicable operational or financial metrics. Specific targets are set by management.

Physical and Work Requirements: Work requirements vary by assignment. Reasonable accommodations will be considered consistent with applicable law. Driving, lifting, home visits, and equipment handling apply only where essential to the position.