Service Continuity & Patient Branch Support Specialist

Medical Service Company

Elyria, Ohio

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JOB DETAILS

SKILLS

Accidental Death and Dismemberment (AD&D), Billing, Communication Skills, Customer Support/Service, Dental Insurance, Detail Oriented, Documentation, Durable Medical Equipment, Employee Assistance Plan, Equipment Rentals, Equipment Selection, Financial Management, Healthcare, Insurance, Insurance Documentation, Interpersonal Skills, Maintain Compliance, Medicaid, Medical Billing, Medical Equipment, Medical Office, Medical Records, Medicare, Order Management, Order Picking/Packing, Order Processing, Organizational Skills, Patient Care, Patient Education, Presentation/Verbal Skills, Psychiatry and Mental Health, Quality of Life, Regulatory Compliance, Reimbursement, Sales, Sales Management, Service Delivery, Team Player, Telephone Skills, Time Management, Tuition Reimbursement, Typing, Vision Plan, Writing Skills

LOCATION

Elyria, Ohio

POSTED

3 days ago

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are hiring: FULL TIME WITH BENEFITS! APPLY TODAY!

Competitive Pay
Advancement Opportunities
Medical, Dental & Vision Insurance
HSA Account w/Company Contribution
Pet Insurance
Company provided Life and AD&D insurance
Short-Term and Long-Term Disability
Tuition Reimbursement Program
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Social Recognition Program
Employee Engagement Opportunities
CALM App
401k (with a matching program) / Roth IRA
Company Discounts
Payactiv/On-Demand Pay
Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

The Service Continuity & Patient Branch Support Specialist plays a key role in managing the renewal of durable medical equipment rentals and delivering excellent patient service in a branch setting. This position is responsible for processing Reasonable Useful Life (RUL), Beneficiary Entering Medicare (BEM), and re-qualification orders, while ensuring accurate documentation, insurance compliance, and timely billing. The role also includes direct support to patients who visit the branch—assisting with equipment selection, order intake, insurance verification, and payment collection. Strong attention to detail, clear communication, and a patient-first mindset are essential to succeed in this role.

Responsibilities and Duties:

Rental Equipment Management

Handle Reasonable Useful Life (RUL), Beneficiary Entering Medicare (BEM), and re-qualification processes tied to rental equipment.
Review daily reports to identify patients eligible for RUL or BEM order processing.
Verify patient demographics, insurance details, and billing information for accuracy.
Perform insurance verification and same/similar checks to meet compliance requirements.
Review supporting documentation to confirm qualification and ensure appropriate billing.
Process all incoming RUL and BEM orders in a timely manner.
Manage sales orders on hold due to re-qualification needs, working with patients and prescribers to gather required documentation.
Follow up daily on assigned patients and equipment to support accurate and timely reimbursement.

Patient and Branch Support

Greet and assist walk-in customers and patients in a professional and friendly manner
Answer questions about medical equipment, supplies, insurance coverage, and payment options
Educate patients on proper use and care of equipment such as, walkers, nebulizers, and other DME items
Input and process sales orders accurately in the system for patients who walk in with prescriptions
Collect and verify prescriptions, insurance cards, and identification
Ensure compliance with Medicare, Medicaid, and private insurance documentation requirements
Coordinate with physicians' offices to obtain missing paperwork or approvals
Prepare equipment for in-branch pickup, including basic assembly or setup if applicable
Discuss patients’ financial responsibility and collect Method of Payment for equipment or supplies being dispensed at the branch
Work closely with customer service teams to ensure smooth patient experiences
Communicate issues or delays clearly and promptly to patients

Other Duties as Assigned

Support special projects or temporary needs within the branch
Participate in training and stay updated on DME products, insurance guidelines, and compliance standards
Perform other tasks and responsibilities as assigned to support departmental and organizational objectives

Qualifications:

Education: Graduate of an accredited high school or GED equivalent.

Experience/Knowledge/Skills/Physical Requirements:

Strong Medicare, Medicaid & Commercial Payer HME experience
Experience in HME/DME referral intake and/or billing helpful.
Progressively responsible reimbursement experience in HME.
Ability to understand reimbursement implications due to industry changes.
Strong verbal and written communication skills.
TEAM Player with excellent interpersonal and organizational skills
Extensive computer use requires strong typing ability. Must type @ least 40 WPM: Brightree experience a plus
Strong telephone skills

About the Company

Medical Service Company

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