Customer Service Representative
Quipt Home Medical, Jacksonville, FL, United States
Position Overview
Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to grow with us.
Position Summary As a Customer Service Representative, you are the direct point of contact for patients, caregivers, referral sources, and commercial accounts who reach out to Quipt Home Medical via phone, internet, or in person. You will provide information, qualify and process customer orders, investigate inquiries related to shipments, products, deliveries, and complaints, and handle all aspects of customer service in a timely, efficient, accurate, and courteous manner.
Benefits
Medical Insurance – multiple plans to choose from
Dental & Vision Insurance
Short-Term and Long-Term Disability Options
Life Insurance
Generous PTO plan
Paid Holidays
401(k) with match
Competitive Pay
Essential Responsibilities
Comprehensive knowledge of all products, company policies, procedures, and Brightree functions.
Proper intake procedures, insurance verification, and eligibility checks.
CMN requirements and prior authorizations; documentation of equipment.
Understanding patient financial responsibilities, order types, and complaint resolution procedures.
Answer calls with the company greeting, take accurate messages, and transfer callers or leave voicemails as appropriate.
Welcome visitors and direct them to the correct personnel.
Distribute mail and monitor the fax machine; organize correspondence by priority.
Qualify orders, verify insurance coverage, and inform customers of financial responsibility.
Enter orders or changes into the system promptly; process work orders and prescriptions.
Arrange convenient delivery/pickup times and relay orders to Clinical Specialists or delivery personnel.
Handle customer complaints courteously, using problem‑solving techniques and follow‑up logs.
Audit, confirm, and file all delivery, pickup, or exchange paperwork daily.
Track rentals, automatic reorders, and concentrator maintenance per policy and procedure.
Obtain and log prior authorization numbers and time frames from third‑party payers.
Obtain verbal and written orders from physicians, discharge planners, and other health professionals.
Ensure timely, accurate processing of billing, posting, insurance, denials, and paperwork.
Maintain current patient files and information.
Participate in company training programs.
Demonstrate excellent oral and written communication with referrals and customers.
File all necessary paperwork into patient charts promptly.
Assist in generating computer reports for quality assurance.
Instruct customers or caregivers on proper use of delivered equipment and provide instructional materials and signed delivery checklists.
Strictly adhere to all company policies and procedures.
Perform scheduled hours and staggered shifts as needed.
Perform duties at other company locations when required.
May perform additional duties as assigned by supervisor.
Continuously develop knowledge and skills in all areas of the job.
Requirements
High School Diploma or equivalent.
Previous experience in a clerical or customer service environment.
Knowledge of Microsoft Office (Word, Excel) and general office skills (typing, computer, fax, filing, multiple phone lines).
Neat personal appearance with a pleasant manner and interpersonal skills.
Strong communication skills with the capacity to make independent decisions.
Experience with Medicare/Medicaid and insurance billing, bookkeeping, or medical office preferred.
Continuing Education As designated by management, including company-sponsored services and off‑site training programs appropriate to industry and position.
FLSA Status Non‑Exempt
Licenses None
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Position Summary As a Customer Service Representative, you are the direct point of contact for patients, caregivers, referral sources, and commercial accounts who reach out to Quipt Home Medical via phone, internet, or in person. You will provide information, qualify and process customer orders, investigate inquiries related to shipments, products, deliveries, and complaints, and handle all aspects of customer service in a timely, efficient, accurate, and courteous manner.
Benefits
Medical Insurance – multiple plans to choose from
Dental & Vision Insurance
Short-Term and Long-Term Disability Options
Life Insurance
Generous PTO plan
Paid Holidays
401(k) with match
Competitive Pay
Essential Responsibilities
Comprehensive knowledge of all products, company policies, procedures, and Brightree functions.
Proper intake procedures, insurance verification, and eligibility checks.
CMN requirements and prior authorizations; documentation of equipment.
Understanding patient financial responsibilities, order types, and complaint resolution procedures.
Answer calls with the company greeting, take accurate messages, and transfer callers or leave voicemails as appropriate.
Welcome visitors and direct them to the correct personnel.
Distribute mail and monitor the fax machine; organize correspondence by priority.
Qualify orders, verify insurance coverage, and inform customers of financial responsibility.
Enter orders or changes into the system promptly; process work orders and prescriptions.
Arrange convenient delivery/pickup times and relay orders to Clinical Specialists or delivery personnel.
Handle customer complaints courteously, using problem‑solving techniques and follow‑up logs.
Audit, confirm, and file all delivery, pickup, or exchange paperwork daily.
Track rentals, automatic reorders, and concentrator maintenance per policy and procedure.
Obtain and log prior authorization numbers and time frames from third‑party payers.
Obtain verbal and written orders from physicians, discharge planners, and other health professionals.
Ensure timely, accurate processing of billing, posting, insurance, denials, and paperwork.
Maintain current patient files and information.
Participate in company training programs.
Demonstrate excellent oral and written communication with referrals and customers.
File all necessary paperwork into patient charts promptly.
Assist in generating computer reports for quality assurance.
Instruct customers or caregivers on proper use of delivered equipment and provide instructional materials and signed delivery checklists.
Strictly adhere to all company policies and procedures.
Perform scheduled hours and staggered shifts as needed.
Perform duties at other company locations when required.
May perform additional duties as assigned by supervisor.
Continuously develop knowledge and skills in all areas of the job.
Requirements
High School Diploma or equivalent.
Previous experience in a clerical or customer service environment.
Knowledge of Microsoft Office (Word, Excel) and general office skills (typing, computer, fax, filing, multiple phone lines).
Neat personal appearance with a pleasant manner and interpersonal skills.
Strong communication skills with the capacity to make independent decisions.
Experience with Medicare/Medicaid and insurance billing, bookkeeping, or medical office preferred.
Continuing Education As designated by management, including company-sponsored services and off‑site training programs appropriate to industry and position.
FLSA Status Non‑Exempt
Licenses None
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