Customer Service Driver Medical Equipment

Avenue Mori Medical Equipment Inc•Alexandria, LA

About The Position

AMME is seeking a Customer Service & Driver of Medical Equipment (Customer Service Technician) to deliver, set up, and maintain medical equipment, oxygen, and supplies as needed. The role includes instructing patients and caregivers on proper equipment use and maintenance, and providing customer service to patients and referral sources by phone and in person. The position handles patient intake and records, insurance verification, billing-related paperwork, delivery coordination, and customer questions or concerns. It also requires availability for on-call assignments every other week. The position has no supervisory responsibilities. Employment is contingent on a company-wide background investigation, a drug screen when applicable, and a valid driver’s license in the employee’s 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.
Ability to communicate effectively in English, orally and in writing, with physicians, location employees, and patients.
Helpful, knowledgeable, and polite manner with a positive attitude.
Ability to interpret varied instructions and communication formats.
Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME).
Knowledge of insurance policies and requirements.
Knowledge of medical billing practices and billing reimbursement.
Ability to 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 with attention to detail.
Ability to perform basic arithmetic accurately 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.
Successful completion of a background investigation and, when applicable, a drug screen.

Responsibilities

Be available for on-call assignments every other week as needed.
Assemble charts and process paperwork, prepare files for the Billing Department, and complete batch reports for UPS deliveries.
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 copayments and deductible amounts.
Complete delivery forms and 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.
Make patient satisfaction calls and help resolve questions or concerns as a patient advocate.
Coordinate, collect, and enter patient information and new-patient setup details.
Deliver, set up, and maintain equipment and oxygen using a company vehicle, in accordance with 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 the safe use and maintenance of delivered items.
Keep the assigned company vehicle clean and safe.
Maintain the referral log and manage intake, including data entry, phone calls, outbound calls, faxes, referral-source information, and data entry 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 about service qualifications and third-party billing.
Assist 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.