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