[Remote] Customer Service Representative
Note: The job is a remote job and is open to candidates in USA. DRUM Associates is a well-established provider of Durable Medical Equipment (DME) and Home Medical Equipment (HME) dedicated to supporting patient health and quality of life. The Customer Service Representative plays a critical role in processing medical equipment orders and ensuring a positive customer experience throughout the ordering process.
Responsibilities
- Accurately enter and process approximately 15 medical equipment orders per day
- Handle approximately 40 inbound customer calls daily
- Serve as a primary point of contact for patients, providers, referral sources, and healthcare partners
- Review and process prescriptions, documentation, and medical orders received via email, fax, and other communication channels
- Provide updates on orders, product availability, and delivery status
- Maintain accurate customer records and documentation within company systems
- Develop expertise in the company's product catalog to effectively support customers and healthcare partners
- Resolve customer issues and escalate concerns when appropriate
- Collaborate with internal teams to ensure timely and accurate order fulfillment
Skills
- Minimum 2 years of customer service experience
- Strong attention to detail and organizational skills
- Excellent communication and problem-solving abilities
- Passion for helping patients and customers
- Strong attendance and reliability
- Ability to learn new systems and technology quickly
- Proficiency with Microsoft Outlook, Teams, and other business applications
- Experience in Durable Medical Equipment (DME), Home Medical Equipment (HME), healthcare customer service, medical office support, patient access, insurance verification, or medical billing
- Familiarity with Brightree, HubSpot, or similar software platforms
- Knowledge of Medicare, Medicaid, insurance verification, prior authorizations, or healthcare documentation workflows
Company Overview