Customer Service Rep

Job Description:

The Home Medical Equipment Coordinator is responsible for the intake, coordination, and timely implementation of Home Medical Equipment (HME) and supply orders. Acting as a key liaison among referral sources, providers, patients, and internal service lines, this role ensures accurate documentation, verifies medical necessity, and maintains clear communication throughout the order process. The coordinator manages patient orders from start to finish, including reviewing referrals, coordinating deliveries, and providing essential patient education. They also facilitate one-on-one equipment set-ups or fittings, ensuring patients and caregivers are properly instructed on the use, care, and safety of the equipment provided. If in a Field / Delivery role the coordinator is responsible for making timely deliveries of Home Medical Equipment (HME) products and supplies to customers.

Posting Specifics

Pay Rate: Based on Experience

Shift Details: 20 hours / part time benefits

Monday - Friday 10am - 2pm

Essential Functions

• Delivers exceptional customer service by promptly responding to phone calls, emails, chats, and in-person inquiries; accurately triages and routes communications to appropriate departments or staff.

• Coordinates patient intake and order processing by gathering referral information, entering data into the EMR, verifying insurance or self-pay status, and supporting discharges in collaboration with hospital liaisons and case managers.

• Manages the delivery and fulfillment of medical equipment and supplies by selecting appropriate delivery methods, coordinating with staff, and ensuring timely setup in both clinical and home settings.

• Provides one-on-one patient support, including equipment education, fittings, and ensuring selections align with physician orders; processes POS transactions, receives payments, and coordinates delivery or pickup.

• Collaborates across departments to ensure seamless service delivery, maintains strong internal and external relationships, and demonstrates problem-solving and compliance knowledge, including Medicare/Medicaid billing and privacy regulations.

• Audits casework and reports to identify trends, correct data, and support continuous improvement; assists with special projects and cross-functional initiatives.

• Maintains productivity standards, obtains insurance eligibility using phone and online tools, and translates diagnoses into ICD-9/ICD-10 codes while ensuring compliance with billing and privacy regulations.

• Delivers exceptional customer service by promptly responding to phone calls, emails, chats, and in-person inquiries; accurately triages and routes communications to appropriate departments or staff.

• Coordinates patient intake and order processing by gathering referral information, entering data into the EMR, verifying insurance or self-pay status, and supporting discharges in collaboration with hospital liaisons and case managers.

• Manages the delivery and fulfillment of medical equipment and supplies by selecting appropriate delivery methods, coordinating with staff, and ensuring timely setup in both clinical and home settings.

• Provides one-on-one patient support, including equipment education, fittings, and ensuring selections align with physician orders; processes POS transactions, receives payments, and coordinates delivery or pickup.

• Collaborates across departments to ensure seamless service delivery, maintains strong internal and external relationships, and demonstrates problem-solving and compliance knowledge, including Medicare/Medicaid billing and privacy regulations.

Skills

• Customer Service

• Order Entry & Processing

• Communication

• Interpersonal Skills

• Patient Care

• Referral Management

• Telephone System Proficiency

• Computer Literacy

• Medical Equipment Knowledge

Group Problem Solving

Required Qualifications

• Demonstrated experience in customer service and patient care, with a focus on professionalism, empathy, and responsiveness.

• Proven ability to work independently with strong self-motivation, accountability, sound judgment, and adaptability in team-oriented environments.

• Excellent verbal, written, and interpersonal communication skills, with the ability to interact effectively with diverse individuals and follow verbal and written instructions.

• Strong attention to detail, accuracy, and dependability in managing documentation and multiple responsibilities, supported by effective organizational and time management skills.

• Proficient in basic computer applications, including word processing, spreadsheets, databases, internet, email, and scheduling tools.

• Experience working with home or durable medical equipment

• Demonstrated proficiency in auditing casework

• Proficient Experience independently reviewing reports to identify trends and correct data

• Demonstrated proficiency translating diagnoses into ICD-9/ICD-10 codes

• Field/Delivery Positions: Current driver's license insured and reliable transportation, and an acceptable driving record. (will be verified)

Preferred Qualifications

• Experience Coordinating office operations and administrative tasks

• Continuous improvement experience

• Proven ability to take initiative and lead or coordinate group efforts

• Project Management experience

Physical Requirements

• Ongoing need for employee to see and read information, labels, assess patient needs, identify HME equipment and supplies.

• Frequent interactions with both patients/customers and /or patient care providers, and employees that require employee to communicate verbally and in writing as well as hear and understand spoken information, customer/patient needs, and issues, quickly and accurately.

• Hearing/Listening, Manual Dexterity

• Interact with others requiring the employee to communicate information.

• Operate computers and other office equipment requiring the ability to move fingers and hands. See and read computer monitors and documents.

• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment

Campus/Field Physical Requirements

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy.

• Frequent computer use and typing for documenting patient care; accessing needed information; dialing in settings on equipment; changing filters; and threading of connectors and other equipment accessories.

• Bending to retrieve, lift, and carry supplies and equipment. Expected to utilize full range of movement in doing so. Typically includes items of varying weights, up to and including heavy items up to 70 lbs.

• Need to stand and walk to assist with distributing supplies and equipment.

• Pushing/pulling all types of HME/Respiratory equipment including 02 cylinders and hospital beds and other heavy items.

• Often required to set up equipment in crowded apartment buildings and rooms (full of furniture, equipment, power cords on the floor, etc).

• Need to ascend and descend multiple flights of stairs or uneven surfaces to access patients/customers in their homes.

• Expected to be able to squat/kneel to install HME equipment in the home.

• Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location:

Intermountain Health St Vincent Regional Hospital

Work City:

Billings

Work State:

Montana

Scheduled Weekly Hours:

20

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$20.07 - $28.59

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here ( .

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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