Customer Service Representative

DME of America Inc., a Medicare-certified Durable Medical Equipment provider headquartered in Florida, is seeking a dedicated Customer Service Representative to join its team in Karachi, Pakistan. This full-time, on-site role involves supporting patients, caregivers, healthcare providers, and insurance contacts across the U.S. healthcare system. The ideal candidate will possess strong communication skills, attention to detail, and a customer-focused mindset, with experience or familiarity in the U.S. healthcare or DME industry preferred. This position requires working closely with U.S.-based teams to manage patient inquiries, orders, insurance questions, and documentation efficiently and professionally.

Key Responsibilities

- Handle inbound calls, emails, and inquiries from patients, caregivers, healthcare providers, and other U.S.-based contacts.
- Communicate professionally and confidently with U.S. customers, maintaining high standards of customer service.
- Assist customers with questions related to DME products, orders, deliveries, documentation, and insurance matters.
- Accurately process and update customer and patient information within company systems.
- Review orders and documentation for completeness and follow up on missing or unclear information.
- Coordinate with internal teams including billing, intake, clinical, warehouse, and delivery departments.
- Support insurance-related processes and understand the relationships between DME providers, patients, physicians, and insurance companies.
- Maintain detailed and accurate notes regarding customer interactions and account activities.
- Identify and resolve customer issues promptly, escalating complex matters as needed.
- Adhere to company policies, procedures, and healthcare privacy and compliance requirements.
- Maintain a professional, patient, and solutions-oriented approach in every interaction.

Required Qualifications

- Fluent spoken and written English with excellent phone communication skills.
- Strong understanding of professional communication and U.S. customer service expectations.
- Exceptional attention to detail and ability to maintain accurate records.
- Ability to multitask and prioritize work effectively in a fast-paced environment.
- Strong problem-solving skills with a proactive follow-up approach.
- Dependable, accountable, and professional work ethic.
- Availability to work full-time, on-site in Karachi.

Preferred Qualifications

- Previous experience working with U.S.-based clients.
- Familiarity with the U.S. healthcare or medical industry.
- Experience in Durable Medical Equipment (DME) services.
- Knowledge of Medicare, Medicaid, commercial insurance, eligibility, authorizations, or medical documentation.
- Experience using Brightree or similar healthcare management software.
- Background in medical billing, intake, order processing, or insurance verification.

This role is vital because every interaction directly impacts patients' healthcare experiences. Whether resolving order issues, coordinating with healthcare providers, or assisting caregivers, your work helps simplify and improve the healthcare journey for those we serve. We seek candidates who take ownership, communicate clearly, and understand the importance of accuracy and follow-through.

If you have experience in U.S. healthcare or DME and want to contribute to a growing healthcare company, this opportunity offers a meaningful and challenging career path. Candidates with Brightree experience and knowledge of the U.S. DME industry will have a significant advantage.