Customer Service Delivery Tech - Durable Medical Equipment

Bon Secours 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 customer service by educating patients and caregivers about proper equipment use, safety, and care. The position is based in Lima, Ohio, and has a scheduled workweek of 40 hours on days/afternoons. The technician delivers, picks up, exchanges, sets up, inspects, cleans, and disinfects equipment; checks that it meets safety and operational standards; and performs preventative checks and basic maintenance. The technician also assesses home environments for potential safety concerns, maintains warehouse and supply organization, completes required delivery and regulatory documentation, and reports equipment, vehicle, delivery, or patient issues to the appropriate staff. Daily vehicle inspections and maintaining delivery vehicles in clean, safe condition are also part of the role. The position requires a valid state driver’s license and a high school diploma or equivalent. One year of customer service delivery experience and durable medical equipment experience are preferred. The role involves working independently, interacting with patients and caregivers, and following universal precautions and infection-control policies. Working conditions may include fluctuating workloads, interruptions, periods working alone, and potential exposure to hazardous substances, body fluids, blood, and other potentially infectious materials.

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 educate patients and caregivers clearly and effectively.
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 provide care appropriate to the age and needs of patients served.

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 the home environment during delivery for potential safety concerns and communicate issues to appropriate clinical or operational staff.
Clean, disinfect, and inspect equipment to ensure it meets safety and operational standards.
Perform preventative equipment checks and assist with basic maintenance.
Organize warehouse equipment, inventory areas, and supply storage.
Assist with stocking equipment and supplies to support operational readiness.
Complete delivery tickets, route sheets, patient setup forms, equipment logs, and other required regulatory documentation.
Report equipment issues, delivery challenges, or patient concerns to supervisors or appropriate department personnel.
Perform daily company vehicle inspections and keep delivery vehicles clean and safe.
Promptly report vehicle maintenance issues to supervisors.
Provide care appropriate to the age and needs of patients served, consistent with departmental policies and procedures.
Use universal precautions and personal protective equipment, and follow infection-control policies.