Quipt Home Medical
Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to grow with us.
Position:
Customer Service Representative
Reports To:
Branch Manager / CSR Director
Position Summary:
As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts us either in person, over the telephone or via the internet, to provide equipment and/or services. All CSRs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSR receives, qualifies, and processes, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSR is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.
Benefits
Medical Insurance – multiple plans to choose from
Dental & Vision Insurance
Short Term Disability & Long Term Disability Options
Life Insurance
Generous PTO plan
Paid Holidays
401(k)
401(k) match
Competitive Pay
Essential Responsibilities
Have a comprehensive understanding of the following:
All products we carry
Companywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs
Basic Brightree Functions
Proper Intake Procedures
Insurance Verification and Eligibility
CMN Requirements and Prior Authorizations
Documentation Requirements of the Equipment
Patient’s Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
Difference Between Verbal, Written and WOPD orders
Complaint Resolution Procedures
Answer the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfer callers to appropriate person or voice mail number.
Greets all visitors upon arrival and directs them to the appropriate personnel.
Distributes mail daily and monitors the fax machine for incoming transmissions. Directs correspondence to appropriate personnel.
Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify necessary insurance reimbursement information to process third‑party billing when appropriate and inform customers of financial responsibility.
Input customers’ orders or changes into the computer system timely; process work orders and necessary paperwork as well as prescriptions for physicians.
Arrange convenient delivery/pickup times with patient and/or caregivers; convey orders to Clinical Specialists and/or delivery personnel.
Handle customer complaints courteously using appropriate techniques, problem‑solving skills and follow‑up logs.
Audit, confirm and file all deliveries, pick‑up or exchange paperwork daily; review various edit reports to assure accuracy.
Track active rentals, automatic reorders, and concentrator maintenance; process in a timely manner as per policy and procedure.
Obtain appropriate prior authorization number and time frame from the appropriate third‑party payer; log information into the database.
Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
Ensure that all assigned procedures—including but not limited to billing, posting, insurance, denials, inquiries, orders, and paperwork—are processed accurately and timely.
Maintain all patient files and information current at all times.
Participate in company training programs.
Demonstrate excellent oral and written communication skills with referrals, handling complaints and qualifying orders.
File all necessary paperwork into patient charts in a timely manner.
Assist in generating various computer reports for quality assurance.
Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists.
Strictly adhere to all company policies and procedures.
Perform scheduled hours, staggered shifts in accordance with the needs of the company.
Perform all above duties in other company locations when required.
May perform other duties not specifically listed in this position description as assigned by supervisor.
Continually strive to develop your knowledge and skills in all areas of your job.
Position Qualifications
High School Diploma or equivalent
Previous experience in a Clerical or Customer Service environment
Knowledge of Microsoft Office (Word, Excel) etc.
Proficient general office skills (typing, computer, fax, filing, multiple phone line)
Neat personal appearance with a pleasant manner and interpersonal skills
Strong communication skills with capacity to make independent decisions
Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred
Continuing Education As designated by management to include company services and off‑site training programs as appropriate to industry and position.
FLSA Status Non‑Exempt
Licenses, etc. None
Job Classification
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industries: Hospitals and Health Care
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Position:
Customer Service Representative
Reports To:
Branch Manager / CSR Director
Position Summary:
As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts us either in person, over the telephone or via the internet, to provide equipment and/or services. All CSRs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSR receives, qualifies, and processes, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSR is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.
Benefits
Medical Insurance – multiple plans to choose from
Dental & Vision Insurance
Short Term Disability & Long Term Disability Options
Life Insurance
Generous PTO plan
Paid Holidays
401(k)
401(k) match
Competitive Pay
Essential Responsibilities
Have a comprehensive understanding of the following:
All products we carry
Companywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs
Basic Brightree Functions
Proper Intake Procedures
Insurance Verification and Eligibility
CMN Requirements and Prior Authorizations
Documentation Requirements of the Equipment
Patient’s Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
Difference Between Verbal, Written and WOPD orders
Complaint Resolution Procedures
Answer the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfer callers to appropriate person or voice mail number.
Greets all visitors upon arrival and directs them to the appropriate personnel.
Distributes mail daily and monitors the fax machine for incoming transmissions. Directs correspondence to appropriate personnel.
Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify necessary insurance reimbursement information to process third‑party billing when appropriate and inform customers of financial responsibility.
Input customers’ orders or changes into the computer system timely; process work orders and necessary paperwork as well as prescriptions for physicians.
Arrange convenient delivery/pickup times with patient and/or caregivers; convey orders to Clinical Specialists and/or delivery personnel.
Handle customer complaints courteously using appropriate techniques, problem‑solving skills and follow‑up logs.
Audit, confirm and file all deliveries, pick‑up or exchange paperwork daily; review various edit reports to assure accuracy.
Track active rentals, automatic reorders, and concentrator maintenance; process in a timely manner as per policy and procedure.
Obtain appropriate prior authorization number and time frame from the appropriate third‑party payer; log information into the database.
Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.
Ensure that all assigned procedures—including but not limited to billing, posting, insurance, denials, inquiries, orders, and paperwork—are processed accurately and timely.
Maintain all patient files and information current at all times.
Participate in company training programs.
Demonstrate excellent oral and written communication skills with referrals, handling complaints and qualifying orders.
File all necessary paperwork into patient charts in a timely manner.
Assist in generating various computer reports for quality assurance.
Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists.
Strictly adhere to all company policies and procedures.
Perform scheduled hours, staggered shifts in accordance with the needs of the company.
Perform all above duties in other company locations when required.
May perform other duties not specifically listed in this position description as assigned by supervisor.
Continually strive to develop your knowledge and skills in all areas of your job.
Position Qualifications
High School Diploma or equivalent
Previous experience in a Clerical or Customer Service environment
Knowledge of Microsoft Office (Word, Excel) etc.
Proficient general office skills (typing, computer, fax, filing, multiple phone line)
Neat personal appearance with a pleasant manner and interpersonal skills
Strong communication skills with capacity to make independent decisions
Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred
Continuing Education As designated by management to include company services and off‑site training programs as appropriate to industry and position.
FLSA Status Non‑Exempt
Licenses, etc. None
Job Classification
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industries: Hospitals and Health Care
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