Customer Service Representative HME

Employer paid benefit - Medical, Dental, and Vision.

Hourly Rate:  Min: $19.39  Max: $29.69

Under the direct supervision of the HME Manager, the HME Customer Service Representative is responsible for supporting daily front office operations and assisting customers in a retail store. This role serves as a key point of contact for patients, caregivers, and referral sources—managing equipment orders, retail sales, insurance verification, and product education to ensure an excellent customer experience.

Essential Job Functions:

• Greet and assist customers in person and via phone with professionalism and empathy
• Process equipment and supply orders accurately and in a timely manner
• Verify insurance eligibility and obtain prior authorizations when necessary
• Communicate with referral sources, including physicians and case managers, to coordinate services
• Schedule delivery, setup, or pickup of equipment with patients and the delivery team
• Maintain patient records and documentation in compliance with HIPAA and company policy
• Assist in resolving customer complaints or concerns and escalate issues as needed
• Collaborate with billing staff to ensure accurate and timely claims processing
• Perform general office duties including filing, data entry, and inventory coordination
• Stay informed of industry regulations and payer requirements affecting HME services
• Welcome and assist walk-in retail customers in selecting appropriate medical products
• Provide education on use, care, and features of home medical equipment and supplies
• Operate the point-of-sale (POS) system to process sales transactions accurately
• Maintain clean, organized, and well-stocked retail displays and inventory
• Assist with restocking, inventory checks, and placing supply orders
• Promote new products and special offers to increase sales and customer engagement
• Handle product returns and exchanges in accordance with store policy and regulatory guidelines
• Stay current on HME product lines, recalls, and safety information
• The employee supports the hospital mission, vision, values, policies, and procedures.
• Performs other related duties as assigned.
• The employee supports the hospital mission, vision, values, policies, and procedures.
• Participates in required education for DNV programs as applicable to position (reference program education curriculum).
• Performs other related duties as assigned.

Qualifications:

Education

                Required: High School Diploma or GED.

                Preferred: NA                                                                                                                                        

Licenses/ certifications/ registrations

                Required:

                Preferred:

Experience

                Required: NA

                Preferred:

• Experience specifically in Durable Medical Equipment (DME)
• Previous customer service experience in a medical or healthcare setting preferred
• Knowledge of medical terminology, durable medical equipment, and insurance processes is a plus
• Strong communication, organizational, and problem-solving skills
• Proficient in Microsoft Office and data entry systems
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Other:

• Strong interpersonal and communication skills – Must be able to interact professionally and compassionately with patients, caregivers, and healthcare providers.
• Attention to detail – Accuracy in data entry, documentation, and insurance verification is essential.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Occasional walking, standing, bending, or lifting light office items (up to 25 pounds). Visual acuity to view computer screens and read detailed financial documents. Ability to communicate effectively in person, by phone, and electronically. May be required to move throughout the healthcare facility, including administrative and clinical areas.

Working Conditions:

This position operates in a professional office setting within a healthcare facility. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The office environment is climate-controlled, well-lit, and ergonomically designed for extended computer work. While this role is primarily office-based and does not involve direct patient care, the employee may occasionally be present in clinical areas or interact with staff working in clinical environments. As such, there is a potential for exposure to infectious diseases. The organization provides appropriate training and personal protective equipment (PPE) as needed to ensure safety.