DME Service Coordinator

3 weeks ago

Gilbert, United States StateServ Full time

StateServ provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.

Responsibilities:

  • Receives and responds to inbound calls from clients for order and delivery of equipment, pick-up, maintenance or changes in service. Following standard operating procedures creates patient records and captures complete information in the company system to ensure authorized and complete equipment is logged and captured.
  • In a respectful and courteous manner, acts as a resource for inbound calls from patients or care givers to troubleshoot basic and routine issues with equipment. Promptly escalates complex issues as appropriate to facilitate resolution of the issue.
  • Reviews the system for open and pending orders and prioritizes deliveries based on Company service expectations and standards. Makes outbound calls to the patients (e.g., residence, adult care home, assisted living, long term care facility, etc.) to verify order and delivery information. Establishes any delivery time constraints and schedules delivery or pick up accordingly.
  • Reviews daily orders, assesses driver ability and availability of stock to deliver within established timeframes and assigns orders to driver schedules. Provides complete information to drivers (e.g., place, time and equipment ordered) to facilitate a smooth a timely delivery and set up.
  • Maintains inbound and outbound communication with technicians to verify order receipt of job add-on’s. Relays
    all information pertinent to meet service levels and ensure technician safety (e.g., place, time, equipment
    ordered, and infectious diseases).
  • On a continuous basis, reviews the system schedule to track potential time constraints. Where feasible,
    coordinates alternate schedules with patients and drivers to deliver equipment in the most time-sensitive
    manner. Proactively maintains communication with the patient or care-giver to alert them of delayed deliveries,
    maintaining a professional and courteous demeanor at all times.
  • Acts as a liaison between patients/care-givers, business clients, drivers and operations to coordinate
    deliveries/pickups and ensure all parties have accurate information. May troubleshoot and resolve common
    delivery issues to preserve the most optimal customer experience.
  • In a timely and accurate manner, captures and records appropriate contact and order information in the company
    system adhering to standard operating procedures.
  • On a continual basis, monitors email and/or other systems for order-generated client notes. Determines
    necessary internal action or communication required to fulfill company obligations. Coordinates activities and/or
    relays information as appropriate.
  • Facilitates private rentals and purchases of DME equipment which includes intake of orders, exchange of money,
    and coordinating the exchange of equipment.
Marginal or Additional Functions
  • Participates in regularly occurring staff meetings, trainin g activities and ongoing continuing education to maintain
    relevant understanding and knowledge of company offerings and processes and procedures.
  • May participate in department rotation of on-call phone coverage that may entail over-night periods of time.
  • Performs other duties as assigned or apparent.
Knowledge, Skills & Abilities

Education, Licensure or Certification:
• A high school diploma or equivalent is required

Work Experience or Related Experience:
• At least one-year experience in a dispatch or closely related service coordination role
• A minimum of one-year experience in which incumbents regularly interface with customers is essential to
perform customer services functions as described
• Previous experience and knowledge of DME is strongly preferred

Specialized Knowledge, Skills & Abilities:
  • Strong interpersonal skills are necessary. Must be able to tailor verbal and written communications for both internal and external customers, resolving issues, handling frustrations or escalating feedback appropriately for each type of customer in a calm and confident manner.
  • The ability to perform work in a fast pace, high volume, deadline driven environment utilizing time management, multi-tasking and prioritization skills is required
  • Must know how to use basic computer software applications, multi-line telephone, and have proficient and accurate typing/data-entry skills
  • The ability to identify and optimize the order of points plotted on a map, calculate estimated times of arrival, and provide driving directions upon request is necessary
  • Need to demonstrate strong problem solving skills and be comfortable working autonomously or on a team


StateServ is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. StateServ makes hiring decisions based solely on qualifications, merit, and business needs at the time.

StateServ offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference

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