Customer Service Representative HME

Good Shepherd Health Care

2d•$19 - $30

About The Position

Under the direct supervision of the HME Manager, the HME Customer Service Representative is responsible for supporting daily front office operations and assisting customers in a retail store. This role serves as a key point of contact for patients, caregivers, and referral sources—managing equipment orders, retail sales, insurance verification, and product education to ensure an excellent customer experience.

Requirements

Required: High School Diploma or GED.
Strong interpersonal and communication skills – Must be able to interact professionally and compassionately with patients, caregivers, and healthcare providers.
Attention to detail – Accuracy in data entry, documentation, and insurance verification is essential.
Prolonged periods of sitting at a desk and working on a computer. Occasional walking, standing, bending, or lifting light office items (up to 25 pounds). Visual acuity to view computer screens and read detailed financial documents. Ability to communicate effectively in person, by phone, and electronically. May be required to move throughout the healthcare facility, including administrative and clinical areas.

Nice To Haves

Experience specifically in Durable Medical Equipment (DME)
Previous customer service experience in a medical or healthcare setting preferred
Knowledge of medical terminology, durable medical equipment, and insurance processes is a plus
Strong communication, organizational, and problem-solving skills
Proficient in Microsoft Office and data entry systems
Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Responsibilities

Greet and assist customers in person and via phone with professionalism and empathy
Process equipment and supply orders accurately and in a timely manner
Verify insurance eligibility and obtain prior authorizations when necessary
Communicate with referral sources, including physicians and case managers, to coordinate services
Schedule delivery, setup, or pickup of equipment with patients and the delivery team
Maintain patient records and documentation in compliance with HIPAA and company policy
Assist in resolving customer complaints or concerns and escalate issues as needed
Collaborate with billing staff to ensure accurate and timely claims processing
Perform general office duties including filing, data entry, and inventory coordination
Stay informed of industry regulations and payer requirements affecting HME services
Welcome and assist walk-in retail customers in selecting appropriate medical products
Provide education on use, care, and features of home medical equipment and supplies
Operate the point-of-sale (POS) system to process sales transactions accurately
Maintain clean, organized, and well-stocked retail displays and inventory
Assist with restocking, inventory checks, and placing supply orders
Promote new products and special offers to increase sales and customer engagement
Handle product returns and exchanges in accordance with store policy and regulatory guidelines
Stay current on HME product lines, recalls, and safety information
The employee supports the hospital mission, vision, values, policies, and procedures.
Performs other related duties as assigned.
The employee supports the hospital mission, vision, values, policies, and procedures.
Participates in required education for DNV programs as applicable to position (reference program education curriculum).
Performs other related duties as assigned.