Job Description

TITLE: DME Customer Service Specialist

REPORTS TO: Director of DME Operations

SUPERVISES: NONE

EXPECTATION OF WORK HOURS: Full Time Monday-Friday

RESPONSIBILLITIES:

1. Comply with all applicable company policies and procedures.
2. Develop and maintain working knowledge of current DME products and services offered and all applicable government regulations.
3. Assist customers in meeting their specific DME needs (e.g. wheelchairs, walkers, prosthetics/orthotics, lymphoma supplies, etc.) as determined by the healthcare provider.
4. Obtain and update applicable data in appropriate information system(s), (e.g. Brightree). Explain insurance eligibility to patients and/or family members.
5. Provide instructions to educate patients and/or families on the proper use of products in order to facilitate safe and effective equipment use and desired care, treatment and service outcomes.
6. Prepare and maintain proper documentation for all activities in accordance with established procedures, create sales orders, obtain necessary signatures from patients and providers in accordance with billing and compliance guidelines.
7. Participate in inventory control and ordering. Assist in receiving and stocking inventory.
8. Receive and respond to customer complaints regarding delivery problems and/or product malfunctions. Make arrangements for product replacement.
9. Introduce customers to additional products that enhance patient care and comfort.
10. Attend monthly department trainings.

MINIMUM QUALIFICATIONS:

1. Possess high school diploma
2. Ability to provide excellent customer service and ability to dispense products to patients as determined by the healthcare provider.
3. Effective verbal and written communication skills.
4. Previous experience preferred.
5. Positive attitude and professional appearance.
6. Must pass background check.

REQUIRED KNOWLEDGE/EXPERIENCE: Excellent computer skills and data entry

REQUIRED LICENSE/CERTIFICATION: Valid Driver's License

COMPETENCY REQUIREMENTS: DME and Respiratory Competencies (Provided)

PHYSICIAL DEMANDS:

1. Sitting, standing, walking
2. Operation of office machinery and computer
3. Occasionally lift/move items up to 100 pounds