DME Customer Support Specialist

Responsibilities/Job Description:

The DME Customer Support Specialist (CSS) is responsible for all aspects of durable medical equipment coordination and the delivery of excellent customer service in a fast-paced, dynamic, and multitasking environment. This position works closely with patients and a multidisciplinary care team, providing highly organized and professional support. The CSS ensures an exceptional patient experience by demonstrating effective communication, problem-solving, and interpersonal skills in a friendly, thoughtful, and empathetic manner. This role also performs a wide range of clerical and administrative functions to support departmental operations.

 

This is a full time (1.0 FTE, 80 hours per pay period, M-F 8a-4:30p) position located at our University Crossing location in St. Paul, MN. 

Key Responsibilities

• Maintain knowledge of all applicable DME equipment, processes, and workflows

• Complete all order entry functions accurately and efficiently

• Deliver excellent customer service to patients, caregivers, and team members

• Produce timely and accurate orders while maintaining high attention to detail

• Record and update patient charts accurately; communicate changes to all relevant staff

• Proactively seek solutions to conflicts using available resources and direct communication

• Enter all pertinent information and documentation into patient records using Brightree

• Navigate patient medical records in EPIC

• Arrange interpreter services as needed

• Complete insurance verification and prior authorization processes

• Support equipment and inventory transfer workflows

• Answer and respond to phone calls promptly and professionally

• Take and relay concise patient messages; respond as appropriate

• Perform general clerical tasks, including reviewing and routing scans and faxes

• Maintain databases, files, and records according to established procedures

• Implement department procedures to support system and record maintenance

• Report professional development activities to supervisor

• Meet weekly productivity standards

• Provide coverage for DME showroom locations across the metropolitan area as needed

• Demonstrate strong communication, organizational, and prioritization skills

• Prioritize competing tasks in a fast-paced setting

• Independently submit IT service requests when necessary

• Maintain strong working knowledge of the Fairview system

Required Experience

• Minimum of 2 years of customer service experience

Preferred Qualifications

Education

• Associate’s Degree or Bachelor’s Degree

Experience

• Experience in a medical setting, including familiarity with medical terminology

• Experience using Brightree and EPIC

• 2+ years in a direct patient care or clinical support role

 

Qualifications: $21.84- $30.83 Hourly