Customer Service Representative

Job Description Job Description Position Summary:
We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our team. In this role, you will be responsible for processing orders for durable medical equipment (DME) and supplies, maintaining accurate patient records, and delivering excellent customer service. This position requires strong communication skills, the ability to multitask, and a commitment to supporting patient care.

Key Responsibilities:
Answer incoming telephone calls professionally and in a timely manner, identifying customer needs and concerns
Accurately process orders for DME and supplies received via phone, fax, mail, or in person
Verify and qualify orders by reviewing patient diagnosis and insurance coverage
Enter and update patient information, including demographics, physician details, and insurance data
Match customer needs with appropriate medical equipment and services
Obtain necessary insurance and reimbursement information for third-party billing
Coordinate delivery schedules with patients, caregivers, and internal staff
Prepare Certificates of Medical Necessity when applicable
Resolve customer concerns and complaints in a courteous and professional manner
Participate in training programs at the branch and corporate levels
Monitor inventory levels, assist with ordering equipment, and notify appropriate personnel of low stock
Stay informed on equipment updates and insurance policy changes
Participate in an on-call rotation as required

Education Requirements:
High School Diploma or equivalent

Experience:
Previous customer service experience required
Experience with CRT or durable medical equipment preferred

Skills & Qualifications:
Excellent written and verbal communication skills
Strong interpersonal and customer service skills
Effective problem-solving and critical thinking abilities
Strong organizational and multitasking skills
Ability to work both independently and as part of a team
Proficient computer skills relevant to the role
Knowledge of DME and medical services preferred
Professional phone etiquette

Physical Requirements:
Frequent sitting and use of hands for computer and phone work
Occasional standing and walking
Extended periods of speaking with customers via phone

Why Join Us?
Supportive team environment
Opportunity to make a difference in patient care
Ongoing training and development