Customer Service Representative - Ancillary DME (8am-5pm)
Progressive Medical, Inc. - Westerville, OH

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Obtains authorization, orders medical supplies and/or equipment, and schedules services by coordinating with the claimant, provider, insurance company and/or other third parties to meet the needs of the injured party. Verifies the accuracy of services and/or medical supplies and equipment ordered and ensures timely delivery to the injured party. May handle custom equipment orders, including evaluations, sizing, and ordering. Provides and maintains quality customer service to support Operations’ goals.


Answers inbound calls and places outbound calls.

Creates, maintains, and updates patient records and associated schedules according to appropriate policies and procedures.

Works collaboratively with other associates, teams, and departments to accurately process referrals and orders according to appropriate policies and procedures.

Handles custom equipment orders by arranging for appropriate evaluations, communicating with adjusters, and negotiating with providers as appropriate.

Verifies the delivery of all ordered services and/or medical supplies and equipment.

Conducts follow-up phone calls to patients, providers, physicians, adjustors, and other parties as needed.

Recognizes and resolves customer issues in a timely manner; escalates issues to leadership as necessary.

Generates purchase orders authorizing services and medical supplies and/or equipment to our providers and ensures appropriate billing by entering accurate information into the system.

Maintains patient privacy and confidentiality under requirements of federal and state law, including HIPAA, and in accordance with Progressive Medical and/or Stoneriver Pharmacy Solutions policy.


Education, Training and/or Experience

High school diploma or equivalent and 6 months of customer service experience.

Knowledge, Skills, Abilities and Personal Characteristics

Customer service skills; phone etiquette.

Must have a positive attitude and be highly motivated to succeed.

Basic math/analytical skills.

Excellent written and verbal communication skills; must be able to read, write, and interpret documents and speak fluent English.

High degree of initiative and independent judgment within prescribed guidelines.

Strong attention to detail; ability to multi-task and organize work.

Ability to succeed in a high stress, rapidly changing environment.

Basic computer skills; typing and data entry experience.


Previous call center experience.

Knowledge of healthcare, insurance, durable medical equipment (DME), home health, and/or transportation services.

Previous experience in a production/metrics-based organization strongly desired.

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