Senior Sales & Customer Service Representative (DMEPOS)
Location: Jacksonville, FL (Hybrid)
Job Type: Full-Time
Job Overview
We are seeking a Senior Sales and Customer Service Representative to support HME/DMEPOS operations. In this role, you will communicate with customers to identify their needs, accurately process orders in alignment with HIPAA, CMS, Medicare, Medicaid, and payer requirements, escalate complaints, and provide helpful solutions that ensure they have great customer service experience with us. The ideal candidate is friendly, computer-savvy, and can remain calm under pressure.
Key Responsibilities
Order Management & Compliance
- Take and process patient supply orders, including recurring monthly orders, with accuracy and timely follow-up.
- Receive a high volume of inbound calls and emails.
- Verify orders against CMS, Medicare, Medicaid, commercial payer, and authorization requirements.
- Refer to premade scripts/ checklists for a variety of customer service topics.
- Facilitate review of DWOs and clinical documentation for accuracy before processing.
- Protect PHI in both on-site and remote work settings.
- Use HME billing software accurately to reduce billing errors.
Customer Support & Consultative Sales
- Assist patients and caregivers with HME/DMEPOS product selection, troubleshooting, and compassionate support.
- Provide knowledgeable guidance on ostomy, urological, and incontinence supplies.
- Explain insurance coverage, out-of-pocket costs, deductibles, and prior authorization needs clearly.
- Build referral relationships and identify new sales opportunities locally and online.
- Meet personal and team quotas as needed.
Cross-Functional Leadership
- Support daily operations across functions to keep workflows efficient.
- Demonstrate business acumen and readiness to grow into digital sales or leadership responsibilities.
Qualifications & Requirements
- 3+ years of working as a Customer Service Representative in HME/DMEPOS or in a similar role is required.
- Strong knowledge of ostomy, urological, and/or incontinence products highly preferred.
- Working knowledge of HIPAA, CMS documentation standards, and payer authorization processes.
- Excellent written, phone and verbal communication with an empathetic, patient-first approach.
- Comfortable using computers and HME/DME billing software. Experience with Niko Health or similar HME/DME billing software is a plus. Excel and MS Office skills, including Pivot Tables, lookup functions, charts, and reporting are highly preferred.
- Proven ability to work well under pressure
- Highly organized with the ability to prioritize projects and manage time effectively
- Proven experience with digital marketing, online lead generation, and e-commerce growth is a plus.
- Ability to work a hybrid schedule from the Jacksonville, FL office, and a dedicated home office.
- High school diploma/GED
What We Offer
- Hybrid flexibility.
- Competitive Compensation
- Benefits package including health, PTO, and 401K match (after 1 year).
- Career growth potential in digital sales strategy and business leadership.
Company Overview
- Family-owned since 1964, Medical Care Products provides high-quality ostomy, urological, and incontinence supplies with compassionate, professional support.
- We provide patients with access to the right products while promoting independence and confidence in their care.
Flexible work from home options available.
