HME

The HME Specialist will serve as a critical member of the Giving Home Medical Equipment patient service team, providing support in the intake process, product selection, and patient education for home medical equipment (HME) needs.
 
Relying on an extensive understanding of Durable Medical Equipment, Home Medical Equipment, and Aids to Daily Living, the HME Specialist empathetically educates patients on the process of obtaining equipment and how to use it.
 
This role ensures that all patients receive exceptional service and compliant, patient-centered care.

Key Responsibilities:

Patient Intake and Assessment

- Coordinate with internal Home Health Care and external referral sources to collect and verify patient information and medical documentation.

- Assess patient needs through medical documentation, verbal consultations, and physician orders.

- Set appropriate patient expectations. Including Authorization requirements, item availability, and delivery timelines.

- Ensure compliance with all federal, state, and payer-specific guidelines during intake.

Product Selection and Education

- Provide education and selection of appropriate HME/DME items to patients in accordance with physician prescriptions. This equipment ranges across all categories from respiratory equipment, nutritional supplements, manual and powered mobility, hospital beds, wound care, aids to daily living, etc.

- Educate patients and caregivers on proper use, care, and maintenance of respiratory equipment.

- Navigate Brightree for product selection and order building, as appropriate and adhering to physician documentation requirements.

- Collaborate with clinical and Home Health Care teams to determine the best products for patient-specific needs.

- Understand the specific delivery requirements and best practices for varying categories of equipment and educate patients on delivery process.

Order Fulfillment and Documentation

- Process and coordinate patient orders, ensuring timely delivery and accurate hand-offs to internal team members.

- Maintain detailed and accurate records of patient interactions, equipment provided, and education delivered.

- Ensure adherence to all company and regulatory standards.

- Dispatch to HME Delivery Technicians across multiple locations.

- Request equipment orders for dropship to patients when applicable.

Compliance and Communication

- Communicate with patients via inbound and outbound phone calls (minimum of 40-50 per day).

- Maintain adherence to task list "date needed" structure and SLA compliance in all steps the role is responsible for.

- Maintain all patient contact, complaint, return, escalation, etc. notes. Nothing goes undocumented.

- Act as a liaison between patients, Home Health teams, clinicians, and others to ensure seamless communication and service delivery.

- Provide feedback to leadership about process improvements and product recommendations.

Equipment Management and Support

- Perform basic troubleshooting and escalate complex issues to technicians or manufacturers.

- Stay updated on industry trends and best practices.

- Participate during in-service training sessions hosted by equipment manufacturers and distributors.

- Collaborate with the Delivery and Warehouse team for inventory support and tracking.

All other duties as assigned.

Qualifications:

Education and Experience

- High school diploma or GED required; Associate’s or Bachelor’s degree in a healthcare-related field preferred.

- Minimum 3 years of experience in a DME or healthcare business environment

- Familiarity with DOL, DEEOIC, and private insurance DME requirements is a plus.

Certifications

- Certified Durable Medical Equipment Specialist (CDME) certification is a plus.

Skills and Competencies

- Deep and instinctual understanding of Durable Medical Equipment and Home Medical Equipment. Its use, functions, and care.

- Excellent communication and customer service skills. Strong and kind phone presence.

- Detail-oriented with strong organizational and time management abilities.

- Comprehensive experience using the Brightree platform is preferred

- Salesforce experience preferred.

Work Environment and Physical Requirements

- Office-based role with occasional patient-facing responsibilities.

- May require standing, sitting, or lifting equipment up to 50 pounds.

- Must be able to work collaboratively in a fast-paced, compliance-focused healthcare environment.

To provide the exceptional care our patients deserve, we rely on a team of passionate, dedicated professionals. We’re committed to creating a supportive, collaborative culture, offering competitive benefits and compensation, and giving our team members the tools and opportunities to grow and advance their careers.

If you’re ready to be part of an organization that truly makes a difference in people’s lives, we encourage you to apply today and start a fulfilling journey with Giving Home!

Giving Home is dedicated to fostering an inclusive and equitable work environment. We adhere to all applicable federal, state, and local pay transparency laws to ensure fair compensation practices.
 
Giving Home is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Our employment practices are designed to provide equal opportunity at all stages of employment, including hiring, promotion, training, compensation, and termination.
 
Giving Home is committed to maintaining transparent compensation practices and regularly reviews our policies to ensure compliance with evolving laws and best practices. We value the contributions of our employees and strive to provide a work environment where everyone feels respected, valued, and fairly compensated.