Customer Service Driver Medical Equipment

Avenue Mori Medical Equipment Inc•Gulfport, IL

11h

About The Position

AMME is seeking a Customer Service & Driver of Medical Equipment (Customer Service Technician). The role delivers, sets up, and maintains medical equipment, oxygen, and supplies as needed, and instructs patients and caregivers on their proper use and maintenance. It also provides customer service by phone and in person to patients and referral sources, and handles intake and administrative work supporting equipment delivery and billing. The position requires on-call availability every other week as needed and extensive driving in a company vehicle. There are no supervisory responsibilities. The position works in an office environment and in the field. Employment is contingent on a company-wide background investigation, a drug screen when applicable, and a valid driver’s license in the state of residence with a clean driving record when applicable.

Requirements

High school diploma or GED equivalent.
One to three years of related prior work experience in a team-oriented environment, customer service, and deliveries.
Experience in the medical field and administrative record management.
Strong customer service background.
Effectively communicate in English, orally and in writing, with physicians, location employees, and patients to address questions and concerns in a timely manner.
Be helpful, knowledgeable, and polite while maintaining a positive attitude.
Interpret a variety of instructions across different communication mediums.
Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME).
Knowledge of insurance policies and requirements.
Knowledge of medical billing practices and reimbursement.
Maintain confidentiality and use discretion when handling sensitive information.
Mapping skills, including the ability to plan time-saving delivery routes.
Mechanical aptitude and ability to learn.
Knowledge of medical terminology.
Ability to multitask and maintain attention to detail.
Ability to accurately perform basic mathematical calculations using addition, subtraction, multiplication, and division.
Self-motivation, organization, time management, and deductive problem-solving skills.
Ability to work independently and as part of a team.
Valid driver’s license in the state of residence with a clean driving record when applicable for the position.
Availability for on-call assignments as needed.

Responsibilities

Be available for on-call assignments as needed every other week.
Assemble charts and process paperwork, including preparing files for the Billing Department and completing UPS delivery batch reports.
Assist with updating the respiratory grid.
Build relationships with locations, patients, and referral sources.
Clear the previous day's route and check paperwork for accuracy and completeness.
Collect co-pays and deductible amounts.
Complete delivery paperwork, including invoices, work orders, manifests, logs, patient care instructions, and route sheets.
Comply with company policies and procedures and applicable JCAHO standards.
Conduct insurance verification and eligibility checks for services and products.
Conduct patient satisfaction calls and advocate for patients by resolving questions or concerns.
Coordinate, collect, and enter patient information and new-patient setup details.
Deliver, set up, and maintain equipment and oxygen at delivery addresses using a company vehicle, following industry standards and applicable regulations.
Maintain working knowledge of Medicare, Medicaid, insurance regulations, company products and services, and applicable FDA, DOT, JCAHO, and governmental guidelines and regulations.
Educate patients and caregivers on safe use and maintenance of delivered items.
Maintain the assigned company vehicle in a clean and safe condition.
Maintain the referral log.
Manage intake, including data entry, answering calls, outbound calls, receiving faxes, maintaining referral source information and logs, and entering data into IMBS.
Monitor office supplies.
Observe additional patient needs and report them to management during the morning meeting.
Prepare and complete CMNs/SOPs for Sales Representatives and document them on the tracking log.
Prepare the location's deposit weekly.
Prepare tickets for daily routes and coordinate timely fulfillment of ordered products and services.
Educate referral sources, patients, and employees on service qualifications and third-party billing.
Serve walk-in patients and handle walk-in equipment requests.
Provide technical assistance to customers as required.
Report equipment hazards and product incidents as required.
Verify Medicare, Medicaid, and private insurance coverage information.
Use the e-Intake proprietary system and maintain accuracy and quality control during initial patient contact and data entry.
Coordinate deliveries with location personnel.
Perform other duties as assigned.