Service Continuity & Patient Branch Support Specialist

The 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.

 

• Handle 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.

• Greet and assist walk-in customers and patients in a professional and friendly manner
• Answer questions about medical equipment, supplies, insurance coverage, and payment options
• Educate patients on proper use and care of equipment such as, walkers, nebulizers, and other DME items
• Input and process sales orders accurately in the system for patients who walk in with prescriptions
• Collect and verify prescriptions, insurance cards, and identification
• Ensure compliance with Medicare, Medicaid, and private insurance documentation requirements
• Coordinate with physicians' offices to obtain missing paperwork or approvals
• Prepare equipment for in-branch pickup, including basic assembly or setup if applicable
• Discuss patients’ financial responsibility and collect Method of Payment for equipment or supplies being dispensed at the branch
• Work closely with customer service teams to ensure smooth patient experiences
• Communicate issues or delays clearly and promptly to patients

• Support special projects or temporary needs within the branch
• Participate in training and stay updated on DME products, insurance guidelines, and compliance standards
• Perform other tasks and responsibilities as assigned to support departmental and organizational objectives

• Strong Medicare, Medicaid & Commercial Payer HME experience
• Experience 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 skills
• Extensive computer use requires strong typing ability. Must type @ least 40 WPM: Brightree experience a plus
• Strong telephone skills