DME Customer Service Representative

Landmark Healthcare is seeking a DME Customer Service Representative to add to our growing team! If you have experience in healthcare customer service, are dependable, and looking for a full-time position in Fort Worth, we would love for you to apply! This position would be required to commute in-person to the office during normal business hours Monday through Friday.

Responsibilities include:

• Maintains high knowledge level and proficiency of all policies and procedures pertaining to Landmark Healthcare.
• Answers incoming telephone calls to Landmark Healthcare and follows-up on the DME voicemails.
• Determine and correct resolution to customer complaints; take corrective action; and monitor results.
• Establish and maintain customer records.
• Route customer/patient referrals to the appropriate department or individuals.
• Communicate with our Special Accounts contacts including those at the VA.
• Receives New Referrals/Intakes from both the fax and telephone.
• Verifies patient insurance and documents benefit information in patient’s OTS account.
• Completes order audit to ensure all guidelines for payment (i.e. Medicare requirements)
• Follows-up with Referral to obtain additional documentation as required by payer.
• Submits prior authorization requests to insurance as applicable.
• Enters new orders, service calls, pick-up requests etc. into Brightree.
• Sends Fax Back Referral Confirmation form to the Referral Source within one hour of receipt of referral.
• Informs patient of financial obligations (copay, etc.) and negotiates payment plan as applicable. Assists in processing patient payment such as credit card, check, cash prior to delivery.
• Schedules Power Department orders for delivery, service, exchange, and pick-up.
• Requests cancel orders that Landmark Healthcare cannot accept and offers to forward referral to another provider as applicable.
• Participates in equipment stock review to ensure availability of equipment for delivery. Stock review includes power mobility, battery, chargers, and additional as needed.
• Assists walk-in patients as necessary
• Adheres to all universal precautions associated with duties.
• Participates in scheduled training and in-service classes, as required.
• Performs other duties/activities as directed within the scope of the individual’s training, experience, and level of competence.

Requirements:

• Prior experience working in customer service in a healthcare setting
• Requires high school diploma or equivalent
• Excellent communication and customer service skills
• Computer skills and Microsoft Office skills
• Ability to recognize and ascertain the nature of calls, pertaining to power mobility equipment and the appropriate response(s) to each.
• Bilingual in Spanish is preferred, but not required

Physical Requirements: Requires hand-eye coordination and manual dexterity to operate computer and office equipment. Requires sitting, standing, bending, reaching, pushing, and pulling for short periods of time. Lifting of items of up to 25 lbs. alone and heavier with assistance.