Customer Service Rep

Home Medical Equipment Coordinator

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.

Schedule: Part-time (20 hours per week)

Hours:

• Tuesday 8:30am - 5:00pm
• Wednesday 8:40am - 1:00pm
• Thursday 8:30am - 5:00pm

On-call 1 night per week/1 weekend per month

Essential Functions

• Delivers exceptional customer service by promptly and courteously 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 Electronic Medical Record (EMR), and verifying insurance benefits or self-pay status at the time of intake.
• Manages the delivery and fulfillment of medical equipment and supplies, selecting appropriate delivery methods to meet patient and company needs, and ensuring timely coordination with delivery staff or services.
• Supports patient discharges and transitions of care by working closely with hospital liaisons and case managers to ensure timely and appropriate equipment setup for home use.
• Provides one-on-one patient support, including equipment education, fittings, and verifying that equipment selections align with physician orders and patient-specific needs.
• Processes Point of Sale (POS) transactions by entering orders, receiving payments, and coordinating delivery or patient pick-up in both clinical and retail settings.
• Collaborates across departments to ensure seamless service delivery, maintains effective internal and external relationships, and contributes to daily workflow organization and prioritization.
• Demonstrates strong problem-solving and compliance knowledge, addressing concerns promptly while maintaining a working understanding of Medicare, Medicaid, and third-party billing requirements, as well as privacy and confidentiality regulations.

Skills

• Customer Service
• Order Entry & Processing
• Communication
• Interpersonal Skills
• Patient Care
• Referral Management
• Telephone System Proficiency
• Computer Literacy
• Medical Equipment Knowledge
• Problem Solving

Required Qualifications

• Demonstrated experience in a customer service role, with a focus on professionalism, empathy, and responsiveness.
• Proven ability to work independently with strong self-motivation, accountability, and sound judgment.
• Excellent verbal, written, and interpersonal communication skills, with the ability to interact effectively with diverse individuals.
• Strong attention to detail, accuracy, and dependability in managing tasks and documentation.
• Effective organizational and time management skills, with the ability to prioritize and manage multiple responsibilities.
• Proficiency in using basic computer applications, including word processing, spreadsheets, databases, internet, email, and scheduling tools.
• Ability to understand and speak English clearly, follow verbal and written instructions, and communicate effectively with patients and team members.
• Demonstrated ability to adapt to changing priorities and work collaboratively in a team-oriented environment.
• Field/Delivery Positions: Current driver's license insured and reliable transportation, and an acceptable driving record. (will be verified)

Preferred Qualifications

• Experience working with home or durable medical equipment
• Experience coordinating office operations and administrative tasks
• Experience providing direct or supportive patient care

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

Location: Home Services - Mount Pleasant

Work City: Mount Pleasant

Work State: Utah

Scheduled Weekly Hours: 24

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

$19.50 - $26.48