Customer Service Delivery Tech - Durable Medical Equipment

Mercy Health•Lima, OH

About The Position

The Customer Service Delivery Technician supports the Durable Medical Equipment (DME) program by delivering, setting up, and maintaining medical equipment for patients in their homes or other care settings. The role provides direct customer service by educating patients and caregivers on the proper use, safety, and care of medical equipment. The position delivers, picks up, and exchanges equipment; checks that it suits the patient’s needs and can be operated safely; and assesses delivery environments for potential safety concerns. It also involves cleaning, disinfecting, inspecting, and performing preventative checks on equipment, maintaining warehouse inventory and supplies, completing required documentation, reporting equipment or patient concerns, and inspecting and maintaining delivery vehicles. The role requires a valid state driver’s license and a high school diploma or equivalent. One year of customer service delivery experience and experience with durable medical equipment are preferred. The work may involve high stress, fluctuating workloads, exposure to limited hazardous substances, body fluids, blood, and other potentially infectious materials, frequent interruptions, and prolonged periods working alone. Universal precautions and personal protective equipment are required. Physical requirements include handling and transporting equipment, movement such as stooping, kneeling, crawling, climbing, bending, walking, and standing, and manual dexterity and visual and hearing abilities. Mercy Health describes benefits that may vary by market and employment status, including competitive pay, incentives, referral bonuses, a 403(b) with employer contributions when eligible, health and insurance coverage, paid time off, leave, disability coverage, backup care, tuition assistance, professional development, and continuing education support.

Requirements

Valid state driver’s license.
High school diploma or equivalent.
Basic understanding of durable medical equipment and equipment setup procedures.
Ability to safely lift, transport, and install medical equipment.
Basic documentation and recordkeeping skills.
Ability to operate delivery vehicles and handheld documentation tools.
Knowledge of safety and infection-control practices.
Strong customer service and patient communication skills.
Ability to clearly and effectively educate patients and caregivers.
Ability to work independently and manage delivery schedules.
Strong organizational and time-management skills.
Problem-solving skills and ability to adapt to changing situations.
Ability to meet the physical requirements described, including handling equipment and performing required movements.

Nice To Haves

One year of customer service delivery experience.
Durable Medical Equipment experience.

Responsibilities

Deliver, pick up, and exchange durable medical equipment at patient homes, healthcare facilities, or other designated locations.
Set up equipment and instruct patients and caregivers on proper use, safety precautions, and maintenance.
Confirm equipment is appropriate for the patient’s needs and that the patient or caregiver can operate it safely.
Assess delivery environments for potential safety concerns and communicate issues to appropriate clinical or operational staff.
Clean, disinfect, and inspect equipment; perform preventative checks and assist with basic maintenance.
Organize warehouse equipment, inventory areas, and supply storage; assist with stocking equipment and supplies.
Complete delivery tickets, route sheets, patient setup forms, equipment logs, and other required regulatory documentation.
Report equipment issues, delivery challenges, and patient concerns to supervisors or appropriate department personnel.
Inspect company vehicles daily, keep them clean and safe, and promptly report maintenance issues.
Provide care appropriate to the age and needs of patients served, consistent with departmental policies and procedures.
Exercise universal precautions and use personal protective equipment and devices in accordance with infection-control policies.