A&R Medical is seeking a dedicated and detail-oriented DME Call Center Service Representative to join our team. In this role, you will serve as a primary point of contact for patients regarding a wide range of durable medical equipment (DME) products, including but not limited to mobility aids, respiratory equipment, orthotics, prosthetics, and home medical supplies.
Operating within a high-volume call center environment, you will conduct outbound and inbound calls to assist patients with DME orders, verify insurance coverage and benefits eligibility, explain product usage and coverage details, and coordinate with clinical and billing teams to ensure timely and accurate fulfillment. Your work will directly contribute to positive patient outcomes and an exceptional service experience while maintaining strict compliance with all applicable privacy regulations, including the Health Insurance Portability and Accountability Act (HIPAA).
The ideal candidate combines strong interpersonal and communication skills with a working knowledge of DME products or medical terminology and a commitment to compassionate, patient-centered service.
Key Responsibilities
- Conduct outbound calls to patients to initiate, confirm, and follow up on DME orders, product deliveries, resupply schedules, and equipment exchanges or returns.
- Handle inbound calls from patients, caregivers, and healthcare providers with questions about DME products, order status, insurance coverage, and service options.
- Verify insurance and benefits information, including Medicare, Medicaid, and private payer eligibility, prior authorizations, and coverage limitations for DME items.
- Explain product usage, features, and coverage to patients in clear, accessible language, ensuring they understand their equipment, supply schedules, and any out-of-pocket cost responsibilities.
- Coordinate with clinical staff (e.g., respiratory therapists, nurses, physicians' offices) to obtain prescriptions, clinical documentation, and certificates of medical necessity required for DME orders.
- Collaborate with billing and reimbursement teams to resolve claim issues, address patient billing inquiries, and ensure accurate coding and documentation.
- Maintain accurate and complete patient records in the company's CRM, EHR, and/or order management systems, documenting all interactions, order details, and follow-up actions in real time.
- Ensure HIPAA-compliant communications in every patient interaction, safeguarding protected health information (PHI) across all channels, including phone, email, and electronic messaging.
- Meet or exceed established performance metrics, including call volume targets, quality assurance scores, first-call resolution rates, and patient satisfaction benchmarks.
- Identify and escalate complex patient issues, complaints, or clinical concerns to the appropriate supervisor or department in a timely manner.
- Stay current on DME product lines, payer policies, regulatory changes, and company procedures through ongoing training and professional development.
- Perform additional duties as assigned in support of departmental and organizational goals.
Required Qualifications
- Education: High school diploma or equivalent (GED) required.
- Communication Skills: Excellent verbal and written communication skills with the ability to convey insurance and product information in a clear, empathetic, and professional manner.
- Organizational Skills: Strong attention to detail and the ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment.
- Regulatory Awareness: Working understanding of HIPAA privacy and security requirements as they apply to patient communications and record-keeping.
- Interpersonal Skills: Ability to work collaboratively with cross-functional teams, including clinical, billing, and administrative staff.
Working Conditions and Physical Requirements
- Work Environment: This position operates in a call center setting. A&R Medical will provide necessary equipment and technology for the role.
- Schedule: Standard business hours Monday through Friday, 9:00 AM – 5:00 PM.
- Physical Requirements (Essential Functions):
- Ability to remain seated at a workstation for extended periods while performing computer-based and telephone-based tasks.
- Ability to operate a computer, keyboard, mouse, multi-line telephone system, and headset throughout the workday.
- Ability to communicate clearly and effectively by telephone and in writing.
- Ability to view and interpret information on a computer screen for extended periods.
- Ability to occasionally lift or move office materials weighing up to 15 pounds.
A&R Medical is committed to providing reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of this position, in accordance with the Americans with Disabilities Act (ADA) and applicable state and local law.
Compensation and Benefits
- Salary / Hourly Rate: [Salary Range or Hourly Rate Range anywhere from $14 to $30 per hour
- Pay Frequency: Biweekly
Specific compensation and benefits details will be discussed during the interview process and are subject to plan terms, eligibility requirements, and company policy.
Equal Employment Opportunity Statement
A&R Medical is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and do not discriminate against any applicant or employee on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. All employment decisions — including hiring, promotion, compensation, discipline, and termination — are based on legitimate, non-discriminatory business criteria, qualifications, and merit.
This position is designated as at-will employment, meaning that either the employee or A&R Medical may terminate the employment relationship at any time, with or without cause or prior notice, to the extent permitted by law.
Job Type: Full-time
Pay: $14.00 - $30.00 per hour
Benefits:
Ability to commute/relocate:
- West Palm Beach, FL 33407: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
