Customer Service Representative

STAT Medical is seeking a detail-oriented and compassionate Customer Service Representative to join our team. In this critical role, you will be the primary point of contact for patients and healthcare providers, ensuring the smooth management, logistics, and support of essential home medical equipment (HME). Your responsibilities will include accurate order intake, patient education, seamless documentation, and coordinating with our delivery team to ensure optimal patient care and safety.

Key Responsibilities & Duties

• Customer Service & Sales:
• Serve as the primary contact for all incoming telephone communications from referral sources and customers, accurately taking new orders and gathering necessary billing and insurance information.
• Handle all over-the-counter sales transactions and welcome on-site visitors, directing them to the appropriate personnel.
• Manage incoming calls, determine the purpose, and efficiently route them to the correct department.
• Develop and maintain a current working knowledge of all HME products and services offered by the organization to effectively answer customer inquiries.
• Documentation & Record Keeping:
• Expeditiously process all requisite paperwork, including generating electronic files from order intake forms and coordinating new patient information.
• Upload and organize digital documents (e.g., patient records, insurance information) to a remote server or cloud-based platform, ensuring easy access and storage.
• Ensure quality control of all uploaded documents, patient documentation, and records.
• Billing & Compliance:
• Maintain accurate patient billing files and address overdue payments in a professional and timely manner.
• Review and verify all required patient information for processing and compliance.
• Office Operations Support:
• Assist Delivery Technicians by proactively calling customers to schedule HME deliveries and pickups.
• Receive, sort, and route incoming mail and deliveries.
• Monitor office supply inventory levels and place orders as approved by the Office Manager.
• Maintain a clean, safe, and organized work area.

Reports to: Office Manager

Qualifications

• Prior experience in a customer service, administrative, or healthcare setting is preferred. Experience with Durable Medical Equipment (DME) or Home Medical Equipment (HME) is a plus.
• Strong verbal and written communication skills.
• Proficient in operating standard office equipment (e.g., computers, fax machines, copiers, multi-line phone systems).
• Ability to accurately process credit card sales and transactions.
• Excellent organizational skills with a strong attention to detail.
• Ability to handle confidential patient information with discretion.
• Proficiency in data entry and using digital record-keeping systems.

Physical Abilities and Demands

• Regularly required to sit; use hands for typing and handling office files; reach with hands and arms; and talk or hear.
• Occasionally required to stand and is able to lift and/or move up to 20 pounds.
• Specific vision abilities required include the ability to adjust focus.

Travel

• Occasional travel may be required.

STAT Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by law.