Penn Highlands Healthcare

Summary

As the Customer Service Representative (CSR), you will be under general supervision and act as the first point of contact for patients. The CSR is responsible for timely processing of all new patient accounts and coordinating scheduling of DMEPOS items by obtaining/establishing medical necessity documentation from referral sources, maintaining patient files, producing delivery paperwork, and communicating courteously with internal departments, patients, and professional providers to ensure patient satisfaction.

Responsibilities

- Answer phone, identify self and take accurate messages by repeating for accuracy
- Maintain a robust working knowledge of our products and services
- Provide courteous customer service by greeting and assisting all patients and referrals in a timely fashion and provide necessary applicable follow‑up
- Check voicemails/emails each morning and throughout the day and respond
- Review inbound fax several times each hour to receive orders
- Verify DME insurance coverage and benefits prior to order completion
- Accurately collect appropriate intake information necessary for billing within 1 day
- Review, obtain and file clinical data for medical necessity within two days
- Develop and maintain a strong understanding of specific requirements of contracted providers
- Generate sales orders in the database and prepare supplies/equipment for delivery
- Create purchase requests and purchase orders as necessary
- Obtain prior authorizations if needed, including completion of MA‑97
- Collect deductible and patient coinsurance up front
- Accurately assign completed sales order to specific biller
- Handle complaints,



provide appropriate solutions and alternatives within 24 hours
- Consult supervisor when unusual situations occur
- Document all pertinent patient activity in patient account notes
- Review unfinished projects at the end of day for next day’s workload
- Troubleshoot performance of equipment and educate patients on misuse and care
- Conduct daily cash register closing and reconciliation
- Responsible for all patient fittings including bracing, shoes, mastectomy, etc.

Qualifications

- High School Diploma or equivalent
- Adhere to HIPAA and corporate policies
- Must pass a company background check
- Comply with company employee manual, policies, procedures, and compliance
- Comply with all company, state, and federal policies, laws, and regulations, including HIPAA
- Maintain a positive attitude and conduct yourself professionally and ethically toward supervisors, patients, referral sources, co‑workers, colleagues, subordinates, and members of the public
- Report to work regularly, timely, and give advanced notice to supervisor for time off

Preferred Qualifications

Prior health care and/or customer service experience preferred. Excellent communication skills with high attention to detail.

What We Offer

- Professional Development
- Supportive and Experienced Peers

Benefits

- Medical, Dental, and Vision
- Paid Time Off
- 403(b) retirement plan with company match
- Travel reimbursement

Benefits

- Medical, Dental, and Vision
- Paid Time Off
- 403(b) retirement plan with company match
- Travel reimbursement
- 25% discount on services at all Penn Highlands Healthcare facilities

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📌 Customer Service Rep Home Medical Equipment Shell - 17743 (Saint Marys)
🏢 Penn Highlands Healthcare
📍 Saint Marys