Patient Support Representative

Job Description

Job DescriptionTitle

Field Operations Representative (Patient Care, DME Setup, Hybrid)

Job Overview

Our client provides durable medical equipment and patient-focused recovery solutions. This hybrid role executes critical field activities and customer support to ensure exceptional patient care and satisfaction. Working largely from home with local travel, you will assist patients with equipment delivery, setup guidance, and insurance documentation.

Why This Role Stands Out

• Combines remote patient communication with hands-on field delivery and equipment education.
• Directly impacts patient recovery outcomes by delivering high-touch customer service.
• Offers broad operational ownership spanning consultative customer care, logistics, and compliance.

Who This Role Is For

• Empathetic communicators dedicated to delivering patient-first service and active listening.
• Self-driven professionals who can balance working from home with local in-person visits.
• Detail-oriented individuals comfortable handling insurance forms, DocuSign, and compliance workflows.
• Practical problem solvers capable of troubleshooting equipment questions over the phone, video, or in person.

What You'll Do

• Deliver customer support to prescribed patients through phone calls, video sessions, and in-person visits.
• Transport, set up, and collect durable medical equipment, averaging 20 to 25 deliveries per month.
• Explain insurance paperwork thoroughly and secure necessary patient signatures using DocuSign.
• Explain product features and operational benefits to ensure patient compliance and satisfaction.
• Resolve patient concerns and troubleshoot equipment use, operation, and maintenance.
• Coordinate equipment shipments to and from patient homes and the regional hub as needed.
• Maintain accurate inventory counts of wraps and assets while updating patient documentation daily.

What We're Looking For

• Demonstrated experience in customer service, patient support, or consultative sales.
• Familiarity with durable medical equipment, patient education, or equipment troubleshooting.
• Working knowledge of HIPAA compliance and healthcare confidentiality practices.
• Experience processing insurance documentation and utilizing DocuSign or similar tools.
• Valid driver's license and access to a reliable vehicle for travel within the service territory.
• Ability to lift and transport equipment weighing up to 30 lbs.
• Residency in the Manchester/Concord, NH area or northern Massachusetts near the NH border.