Customer Service Representative

The Customer Service Representative (CSR) is the primary point of contact for patients and referral sources contacting Bechtel Medical DME regarding durable medical equipment orders, deliveries, billing questions, and general support. This is a patient-facing, hybrid role that requires clear phone communication, accuracy in documentation, and the ability to navigate our systems, including NikoHealth, to resolve patient needs efficiently and compassionately. KEY RESPONSIBILITIES Answer inbound calls and place outbound calls to patients, caregivers, and referral sources regarding equipment orders, delivery status, and account questions. Document all patient interactions accurately and promptly in NikoHealth and related systems. Schedule and confirm equipment deliveries, pickups, and service appointments. Perform order qualification to confirm equipment orders meet payer coverage and documentation requirements prior to processing. Verify patient insurance information, obtain and manage prior authorizations, and communicate coverage, co-pay, and billing details clearly. Collect and enter accurate patient, order, and insurance data required for order processing and compliance reporting. Resolve patient concerns and escalate complex issues to the appropriate internal team or supervisor. Coordinate with warehouse, delivery, and billing staff to ensure timely order fulfillment. Maintain HIPAA compliance and patient confidentiality in all interactions and documentation. Support other administrative and customer service duties as assigned. REQUIRED QUALIFICATIONS High school diploma or equivalent required. Minimum 1–2 years of prior DME customer service or call center experience, with demonstrated strong phone etiquette. Prior experience working in NikoHealth (or comparable DME/patient management software) required. Experience in durable medical equipment (DME), home health, or another healthcare-related customer service setting required. Prior experience with insurance verification and prior authorization processes required. Familiarity with medical insurance terminology (Medicare, Medicaid, commercial payers) required. Excellent verbal and written communication skills. Strong attention to detail and accurate data entry skills. Ability to manage a high volume of calls while maintaining a professional, empathetic tone with patients. Comfortable working in a hybrid environment, balancing in-office and remote responsibilities. PREFERRED QUALIFICATIONS Knowledge of medical billing practices and insurance claims processes. Prior experience with wound care and lymphedema products or therapies preferred. Bilingual communication skills a plus. Candidates residing within a commutable distance of our Phoenixville, PA (19460) office preferred, as this hybrid role requires regular on-site presence. WORK ENVIRONMENT & PHYSICAL REQUIREMENTS Hybrid schedule combining in-office and remote work; reliable home internet connection required for remote days. Primarily sedentary role requiring extended periods on the phone and at a computer. Standard office equipment and headset use for daily call handling. COMPENSATION Hourly, non-exempt $20.00 - $25.00 per hour commensurate on experience EQUAL EMPLOYMENT OPPORTUNITY Bechtel Medical DME is an Equal Opportunity Employer. #J-18808-Ljbffr