Customer Service Representative

QUIPT HOME MEDICAL INC•Duncan, SC

About The Position

Quipt Home Medical is a rapidly growing provider of clinical respiratory equipment and services in the durable medical equipment industry. The Customer Service Representative is a direct point of contact for patients, caregivers, referral sources, and commercial accounts who contact the company in person, by telephone, or online. The representative provides information about products and services, handles and resolves complaints, and receives, qualifies, and processes customer orders accurately, efficiently, courteously, and in a timely manner. The role also involves investigating and responding to inquiries about shipments, products, and deliveries. The representative reports to the Branch Manager/CSR Director. The position requires knowledge of company products and procedures, order intake, insurance verification, authorization and documentation requirements, customer financial responsibilities, and complaint resolution. The representative maintains patient records and paperwork, coordinates deliveries and pickups, supports billing and quality-assurance processes, and instructs customers or caregivers in the safe use of delivered equipment. Scheduled hours and staggered shifts are performed according to company needs, and duties may be carried out at other company locations when required.

Requirements

High school diploma or equivalent.
Previous experience in a clerical or customer service environment.
Knowledge of Microsoft Office, including Word and Excel.
Proficiency in general office skills, including typing, computer use, faxing, filing, and handling multiple phone lines.
Neat personal appearance, a pleasing manner, and interpersonal skills.
Strong communication skills and the capacity to make independent decisions.

Nice To Haves

Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience.

Responsibilities

Understand the company’s products, policies, procedures, standards, specifications, guidelines, training programs, basic Brightree functions, intake procedures, insurance verification and eligibility, CMN and prior authorization requirements, equipment documentation, patient financial responsibilities, order types, and complaint-resolution procedures.
Answer telephone calls using the company’s professional greeting, take complete and accurate messages, and transfer callers to the appropriate person or voicemail.
Greet visitors and direct them to appropriate personnel.
Distribute daily mail and monitor incoming faxes, routing correspondence according to its priority.
Qualify orders by identifying customer diagnoses and insurance coverage, verify insurance reimbursement information for third-party billing when appropriate, and inform customers of their financial responsibility.
Enter customer orders and changes into the computer system promptly; process work orders, paperwork, and physician prescriptions.
Arrange convenient delivery or pickup times with patients or caregivers and convey orders to clinical specialists or delivery personnel.
Handle customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.
Audit, confirm, and file delivery, pickup, and exchange paperwork daily, and review edit reports for accuracy.
Track active rentals, automatic reorders, and concentrator maintenance in a timely manner according to policy and procedure.
Obtain prior authorization numbers and time frames from third-party payers and record the information in the database.
Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
Process assigned billing, posting, insurance, denials, inquiries, orders, and paperwork accurately and on time.
Maintain current patient files and information and file necessary paperwork in patient charts promptly.
Participate in company training programs and continue developing job knowledge and skills.
Communicate effectively with referral sources, handle complaints, and qualify orders.
Assist with computer reports used for quality assurance.
Instruct customers or caregivers in the proper and safe use of equipment delivered in the store, provide appropriate instructional materials, obtain required signatures, and provide copies of signed delivery and customer information checklists.
Follow all company policies and procedures.
Work scheduled hours and staggered shifts according to company needs, perform duties at other company locations when required, and carry out other duties assigned by a supervisor.