Durable Medical Equipment Customer Service

Be the Difference in Patient Care!

As a Patient Care Specialist, you’ll play a vital role in ensuring patients receive the medical equipment they need with precision and compassion. You’ll handle everything from verifying patient and order details to confirming coverage and authorizations, all while navigating our electronic system.

Essential Duties and Responsibilities:

• Receives and processes new referrals for DME ensuring all required information is complete and accurate.
• Accurately documents patient information and order status in the designated systems.
• Performs initial processing of all orders including, but not limited to Ambulatory, Bathroom Aides, Hospital Beds, Standard Wheelchairs, Cpap/Bipap, Trach/Suction setup, oxygen, Ostomy and Motorized/Customized Wheelchairs Orders.
• Reviews patient demographics, verify eligibility and/or authorization.
• Learns and implements Medicare guidelines.
• Maintains compliance with HIPAA standards of patient and confidentiality.
• Provides telephonic support to patient inquires/services calls.
• Handles all Service assessment calls.
• Handles New Patient Transitions and ensures that equipment is properly transitioned.
• Works with Dispatch on ETA Calls.
• Follows through an order from beginning to end. Provides Physician and patient with updates as needed.
• Achieves a minimum of 20-25 orders processed a day.
• Handles complaint calls and facilitates solutions for patients and providers.
• Follows equipment recovery processes if and when a patient needs a pick-up of equipment, or a patient cannot be located.
• Rotates On-Call for a week including Saturday rotation.
• Rotates Holidays as needed.

LANGUAGE SKILLS 

Fluent in English and Spanish required.