Job description

Job Title: HME Customer Service Specialist (Full-Time)

Location: Crooksville

Department: DME

******$500 Retention Bonus Provided ******

Immediate Supervisor Title: Store Manager and DME Director

General Summary: A non-exempt customer service representative responsible for meeting customers DME needs. Determines patient benefit and explains insurance eligibility and reimbursement criteria. Provides instructions to educate patients and/or families on the proper use of products. Receives and responds to customer complaints regarding delivery problems and/or product malfunctions.

Job Responsibilities:

• Develop and maintain working knowledge of current HME products and services offered and (ii) all applicable governmental regulations.
• Assists customers in meeting their specific DME needs (e.g. wheelchairs, scooters, walkers, seat lift mechanisms, traction equipment, beds, prosthetics/orthotics, home oxygen equipment, sleep therapy supplies, diabetic/wound care/lymphoma supplies, etc.) as determined by the healthcare provider.
• Obtains and updates applicable data in appropriate information system(s); explains insurance eligibility and reimbursement criteria to patients and/or family members; determines patient benefits and eligibility criteria for products dispensed to ensure patient fully understands whether insurance coverage is available.
• Provides routine 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; may follow up to ensure equipment is working properly.
• Prepares and maintains proper documentation for all activities in accordance with established procedures; records transactions; obtains necessary signatures from patients and providers in accordance with billing and compliance guidelines.
• Participates in inventory control and ordering activities; assists in receiving and stocking inventory; sets up product displays and places products on shelves.
• Receives and responds to customer complaints regarding delivery problems and/or product malfunctions; makes arrangements for product replacement or repair.
• Introduces customers to additional products that enhance patient care and comfort.
• Collects payment from customers for products that are not eligible for reimbursement.
• Stocks and fronts pharmacy shelves, maintains pharmacy displays and assists pharmacy customers when not engaged in HME activities.

Education: High school diploma or equivalent

Experience: One year experience preferred.

Equipment Operated: Delivery vehicle, basic computer and phone skills.

Work Environment: Fast-paced retail pharmacy environment.

Required License/Certification: Valid Driver’s License

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Work Location: One location

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