Customer Success Representative - DME & CPAP Resupply

Full-Time Customer Service Representative - Durable Medical Equipment (DME) Join the Baird Medical Team! Baird Medical is seeking a compassionate, detail-oriented Customer Service Representative to join our growing team. The ideal candidate will possess excellent communication skills, professionalism, strong computer proficiency, and a passion for helping patients receive the care and support they need. We are especially interested in candidates who are bilingual and can effectively communicate with our diverse patient population. Position Summary The Customer Service Representative is responsible for coordinating patient orders, communicating with patients and referral sources, verifying insurance information, and ensuring timely processing of medical equipment and supply requests. This role requires exceptional customer service skills, attention to detail, and the ability to multitask in a fast-paced healthcare environment. Responsibilities Interact with patients and customers regarding orders placed on their behalf and confirm all demographic information. Process patient supply orders accurately and in a timely manner. Verify insurance eligibility, benefits, and coverage requirements. Obtain verbal and/or written authorizations necessary to facilitate order processing. Acquire and review clinical documentation required for order fulfillment and insurance reimbursement. Ensure patients meet insurance guidelines and communicate any financial responsibilities associated with their orders. Generate accurate and timely paperwork related to patient orders and deliveries. Answer incoming phone calls and assist customers with questions, concerns, and order requests in a professional and courteous manner. Schedule appointments and route calls to the appropriate staff members. Coordinate with patients, referral sources, physicians' offices, insurance companies, and clinical staff to facilitate timely service and continuity of care. Provide information regarding medical equipment, supplies, and services offered by the company. Educate patients regarding equipment usage, compliance requirements, and insurance guidelines as appropriate. Maintain a strong working knowledge of company products and services. Promote company products and services while considering each patient's individual needs. Maintain accurate patient records and document customer interactions in accordance with company policies and HIPAA regulations. Resolve patient concerns promptly and professionally, escalating issues when necessary. Perform additional administrative duties and special projects as assigned. Qualifications High School Diploma or equivalent required. Minimum of 1-2 years of customer service experience required. Prior experience in DME, healthcare, medical office, insurance verification, medical billing, or a related field preferred. Basic understanding of third-party insurance billing and reimbursement processes preferred. Experience with insurance verification and obtaining authorizations is a plus. Strong computer skills and proficiency with Microsoft Office applications, including Word and Excel. Comfortable using email, internet navigation, multi-line phone systems, copiers, printers, and fax machines. Excellent written, verbal, and interpersonal communication skills. Exceptional organizational, multitasking, and time management abilities. Ability to prioritize responsibilities and work efficiently in a fast-paced environment. Self-motivated, detail-oriented, and results-driven. Ability to work independently as well as collaboratively within a team. Professional demeanor with strong problem-solving skills and a positive attitude. Ability to maintain confidentiality and comply with HIPAA regulations. Bilingual candidates are strongly encouraged to apply. Spanish/English bilingual skills are highly preferred. Schedule Full-Time Monday - Friday 8:30 a.m. - 5:00 p.m. Benefits Competitive salary based on experience Health insurance benefits 401(k) retirement plan Paid Time Off (PTO) Paid holidays Positive and supportive work environment About Baird Medical Baird Medical is a family-owned Durable Medical Equipment provider dedicated to improving the lives of the patients and communities we serve. We are committed to providing exceptional customer service while fostering a workplace built on teamwork, compassion, integrity, and respect. Baird Medical is an Equal Opportunity Employer and is committed to providing a safe and respectful work environment. Background checks are conducted as part of our hiring process.

Job Type:

Full-time Pay:

$18.00 - $20.00 per hour

Benefits:

401(k) Health insurance Paid time off

Work Location:

In person