Bilingual Spanish - ERD Coordinator

Integrated Home•Miramar, FL

3d•Onsite

About The Position

Integrated Home Care Services (IHCS) is seeking a bilingual Spanish Equipment Recovery Coordinator to support the timely recovery of company-owned medical equipment. This role involves connecting with patients, caregivers, physicians, and internal departments via inbound and outbound calls to coordinate equipment pick-ups, maintain accurate records, and ensure professional and empathetic handling of recovery requests. IHCS is a leader in Durable Medical Equipment, Respiratory, Home Health, and Home Infusion services, dedicated to improving lives through high-quality in-home care for over 30 years, serving millions across the US and Puerto Rico. They foster a culture of compassion, integrity, collaboration, and innovation, with patients at the core of their mission.

Requirements

Bilingual Spanish
Minimum of one-year customer service experience working in a fast-paced, ever-changing call center environment.
High school diploma or General Education Degree
Able to communicate with the client/patient in the appropriate language or form understandable to the client/patient
Supports and participates in the mandatory Corporate Compliance Program training initiative on an annual or more frequent basis, as required
Knowledgeable of operating systems (Microsoft word, Excel)
Ability to document clear and concise notes
Required to uphold the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures.

Nice To Haves

Previous experience working in a health care provider or insurance environment is preferred but not required
Knowledgeable regarding the written policies and procedures for the provision of care/service to clients/patients with communication barriers

Responsibilities

Complete a minimum of 80 inbound and outbound calls daily.
Process approximately 15–20 equipment recovery orders each day.
Contact patients, emergency contacts, and physicians to coordinate the recovery of company-owned medical equipment.
Respond to inbound calls, returned voicemails, and SlickText notifications.
Review Active Patient Reports to confirm the continued use of rental equipment and complete courtesy follow-ups.
Create equipment pick-up orders and verify patient contact information, addresses, and scheduled pick-up times.
Accurately process and close completed equipment pick-ups in our proprietary system Medtrac.
Document patient activity, lost equipment, and recovery updates in ERD-TRAC.
Follow up on rescheduled or canceled pick-ups and notify Billing of changes affecting daily rentals.
Complete transfer forms and coordinate next steps when a patient’s insurance coverage or provider changes.
Monitor turnaround times and prioritize cases from oldest to newest to support the department’s goal of completing 90% of recovery orders within 90 days.
Maintain accurate and timely documentation for every patient interaction and action taken.
Collaborate with Billing and other internal departments to resolve questions and equipment recovery concerns.