Durable Medical Equipment Specialist

Sanford Health•Fargo, ND

14d

About The Position

The Durable Medical Equipment Specialist provides first-line communication with patients, referral sources, and clinicians to coordinate orders and delivery of durable medical equipment (DME), supplies, and services. The role processes patient information accurately and promptly, gathers documentation required by payers and compliance procedures, and obtains prior authorizations when needed. It also supports patients with coverage and product questions, resolves concerns, and helps select medically appropriate, cost-effective equipment. The specialist enters patient and order information into computer systems, prepares sale orders and delivery tickets, educates and fits patients on products, and supplies relevant customer resources. Patient education may take place in a store, facility, or patient home. The role maintains knowledge of billing and reimbursement guidelines, handles cash drawer balancing and deposits, and helps keep the store clean, stocked, and sanitized. The position requires independent judgment with minimal supervision and may include after-hours on-call work. The schedule is 40 hours per week, 8-hour day shifts.

Requirements

High school diploma or equivalent.
Strong knowledge of computer functions and basic Microsoft Office applications.
Detail-oriented, with excellent documentation skills and the ability to follow through to completion.
Basic knowledge of the medical field.
When applicable, a current valid driver’s license and compliance with Sanford Health Category III driver medical guidelines.

Nice To Haves

Prior experience in home medical equipment is preferred.
Broad understanding of the DME industry, including intake, product selection, dispensing and setup, documentation, billing, compliance, and performance management.

Responsibilities

Serve as a first-line contact for patients, referral sources, and clinicians regarding DME orders and delivery.
Receive inquiries and orders in person, by telephone, fax, and email.
Gather documentation required by payer requirements, standard operating procedures, and compliance programs.
Obtain prior authorizations when required by payer policy.
Communicate with patients, caregivers, and providers about DME coverage, use, and benefits.
Resolve customer concerns, questions, and complaints by identifying problems and coordinating corrective action.
Anticipate patient needs and respond promptly to requests.
Enter patient demographics and ordering information into computer systems and ensure sale orders and delivery tickets are accurate.
Educate patients about insurance plans, coverage provisions, financial responsibility, and collection of the patient portion.
Assist patients in selecting medically appropriate, cost-effective DME products.
Fit products and educate patients on application, use, care, and expected outcomes according to physician instructions and manufacturer recommendations.
Provide patient education in store, facility, or home settings as needed.
Provide customers with resources such as handbooks, contact information, product manuals, reorder information, and educational materials.
Process paperwork, confirm delivery ticket accuracy, and complete sale orders.
Maintain working knowledge of billing, documentation, and reimbursement guidelines, including Medicare, Medicaid, third-party, and contracted payer requirements.
Balance the cash drawer and prepare deposits.
Help maintain a clean, stocked, and sanitized store.
Complete tasks with minimal supervision and exercise independent judgment.
Work after store hours in an on-call capacity when required.
Perform other duties as assigned by management.