About DME Serve:
Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors
Key Responsibilities
Pre-Visit Support
- Access and update patient records in EPIC Book-It and RTE.
- Conduct comprehensive insurance verification via EPIC RTE, OneSource, and payer websites.
- Process co-pays and prepayments before the appointment via HelloWorld payment link.
- Send patient reminders and confirm virtual appointments using Care Connect and MyChart.
- Address patient questions regarding appointment access, billing, and insurance coverage.
In-Visit Support
- Conduct virtual check-ins using Amwell or MyChart platforms.
- Provide guided support for entering payment details in HelloWorld during the visit.
- Guide patients through real-time co-pay and prepayment transactions.
- Troubleshoot basic technical issues (audio/video) to avoid delays in virtual care delivery.
- Provide administrative support to providers during the visit.
Post-Visit Support
- Complete follow-up payment processing, if necessary.
- Update documentation in EPIC and Care Connect.
- Assist patients with return visit scheduling before ending the session.
- Perform reporting and reconciliation tasks using Power BI and other tools.
Qualifications
- At least 3 years of experience in healthcare customer service, preferably in a BPO setting.
- Familiarity with EPIC, Care Connect, and insurance verification tools.
- Strong communication, problem-solving, and multitasking skills.
- Proficiency in basic math and business calculations
- Working knowledge of computer/data entry with the ability to learn new systems
- Basic level of MS Office proficiency
- Basic knowledge of, or ability to learn, customer service specialization
