DME Intake Coordinator / Customer Service

About us

CPS Medical is a small business in Tyler, TX. We are professional, customer-centric home medical equipment company that has been servicing the East Texas community for over 45 years.

Our work environment includes:

• Small office setting and locally owned
• Growth opportunities

About Us: We are a leading provider of home medical equipment, with decades of experience in the East-Texas community. Our mission is to provide quality products and exceptional service to our customers, enabling them to lead more independent and comfortable lives. As a key player in the home medical equipment industry, we are seeking a passionate and skilled Intake Coordinator & Customer Service Representative to join our team.

Position Overview: We are seeking a highly organized and customer-focused Intake Coordinator to join our dynamic team at CPS Medical. In this critical role, you will serve as the first point of contact for referrals, expertly processing patient benefits, coordinating equipment setups, and scheduling deliveries to ensure seamless service for our clients. The ideal candidate thrives in a fast-paced environment, bringing exceptional attention to detail, strong follow-through, and the ability to manage a pipeline of orders from initiation to completion. With a heavy emphasis on customer service, you’ll communicate effectively with patients, healthcare providers, and internal teams to deliver outstanding support and resolve inquiries promptly. Proficiency in medical billing or insurance verification is a plus, as is familiarity with DME workflows and compliance standards. If you’re a proactive problem-solver with excellent multitasking skills and a passion for improving patients’ lives, we’d love to hear from you!

Job Duties: As a Customer Service Representative, you will be responsible for:

Customer Assistance: Providing exceptional assistance to customers via phone, email, and in-person interactions. Assisting customers with inquiries, orders, product information, and troubleshooting.

Order Processing: Processing and accurately inputting customer orders into our system. Coordinating with other departments to ensure timely order fulfillment and delivery.

Product Knowledge: Developing a deep understanding of our vast amount of home medical equipment products and services to provide accurate and comprehensive information to customers.

Problem Resolution: Addressing customer concerns and resolving issues in a professional and timely manner. Collaborating with internal teams to find solutions and prevent future issues.

Documentation: Maintaining accurate and organized customer records, order histories, and charting customer interactions in our operations software.

Insurance verification: Understanding customer medical insurance benefits to ensure proper billing of their equipment.

Educational Support: Offering guidance and education to customers regarding the proper use, care, and maintenance of our home medical equipment, especially CPAP equipment and supplies.

Up-Selling and Cross-Selling: Identifying opportunities to promote additional products and services that align with customer needs.

Feedback Collection: Gathering customer feedback and insights to contribute to the continuous improvement of our products and services.

Team Collaboration: Collaborating with management and other departments to share insights, resolve challenges, and optimize processes.

Qualifications:

• High school diploma or equivalent (Associate's or college degree preferred but not required).
• Proven experience in customer service, ideally in a medical equipment or healthcare-related field.
• Excellent communication skills, both verbal and written.
• Empathetic and patient demeanor, with the ability to handle sensitive situations with professionalism.
• Strong problem-solving skills and attention to detail.
• Proficiency in using Electronic Medical Record (EMR) software and Microsoft Office Suite.
• Ability to work independently and as part of a team in a fast-paced environment.
• Prior knowledge of home medical equipment and related terminology is a major plus, but not necessarily required for the correct candidate.

How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they are a good fit for the Intake Coordinator position.

Join our team and make a difference in the lives of individuals who rely on our home medical equipment to improve their well-being. We look forward to reviewing your application!

Job Type: Full-time

Pay: $14.00 - $18.00 per hour

Benefits:

• On-the-job training

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Salary : $14 - $18