Service Continuity & Patient Branch Support Specialist

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success! We are hiring: FULL TIME WITH BENEFITS! APPLY TODAY!Competitive PayAdvancement OpportunitiesMedical, Dental & Vision InsuranceHSA Account w/Company ContributionPet InsuranceCompany provided Life and AD&D insuranceShort-Term and Long-Term DisabilityTuition Reimbursement ProgramEmployee Assistance Program (EAP)Employee Referral Bonus ProgramSocial Recognition ProgramEmployee Engagement OpportunitiesCALM App401k (with a matching program) / Roth IRACompany DiscountsPayactiv/On-Demand Pay Paid vacation, Sick Days, YOU (Mental Health) Days and HolidaysThe Service Continuity & Patient Branch Support Specialist plays a key role in managing the renewal of durable medical equipment rentals and delivering excellent patient service in a branch setting. This position is responsible for processing Reasonable Useful Life (RUL), Beneficiary Entering Medicare (BEM), and re-qualification orders, while ensuring accurate documentation, insurance compliance, and timely billing. The role also includes direct support to patients who visit the branch—assisting with equipment selection, order intake, insurance verification, and payment collection. Strong attention to detail, clear communication, and a patient-first mindset are essential to succeed in this role.Responsibilities and Duties:Rental Equipment ManagementHandle Reasonable Useful Life (RUL), Beneficiary Entering Medicare (BEM), and re-qualification processes tied to rental equipment.Review daily reports to identify patients eligible for RUL or BEM order processing.Verify patient demographics, insurance details, and billing information for accuracy.Perform insurance verification and same/similar checks to meet compliance requirements.Review supporting documentation to confirm qualification and ensure appropriate billing.Process all incoming RUL and BEM orders in a timely manner.Manage sales orders on hold due to re-qualification needs, working with patients and prescribers to gather required documentation.Follow up daily on assigned patients and equipment to support accurate and timely reimbursement.Patient and Branch SupportGreet and assist walk-in customers and patients in a professional and friendly mannerAnswer questions about medical equipment, supplies, insurance coverage, and payment optionsEducate patients on proper use and care of equipment such as, walkers, nebulizers, and other DME itemsInput and process sales orders accurately in the system for patients who walk in with prescriptionsCollect and verify prescriptions, insurance cards, and identificationEnsure compliance with Medicare, Medicaid, and private insurance documentation requirementsCoordinate with physicians' offices to obtain missing paperwork or approvalsPrepare equipment for in-branch pickup, including basic assembly or setup if applicableDiscuss patients’ financial responsibility and collect Method of Payment for equipment or supplies being dispensed at the branchWork closely with customer service teams to ensure smooth patient experiencesCommunicate issues or delays clearly and promptly to patientsOther Duties As AssignedSupport special projects or temporary needs within the branchParticipate in training and stay updated on DME products, insurance guidelines, and compliance standardsPerform other tasks and responsibilities as assigned to support departmental and organizational objectivesQualifications:Education: Graduate of an accredited high school or GED equivalent.Experience/Knowledge/Skills/Physical Requirements:Strong Medicare, Medicaid & Commercial Payer HME experienceExperience in HME/DME referral intake and/or billing helpful.Progressively responsible reimbursement experience in HME.Ability to understand reimbursement implications due to industry changes.Strong verbal and written communication skills.TEAM Player with excellent interpersonal and organizational skillsExtensive computer use requires strong typing ability. Must type @ least 40 WPM: Brightree experience a plusStrong telephone skills