Operations Coordinator

Job Opportunity – Operations Coordinator – Tempe, AZ

Who We Are

StateServ Medical is the premier durable medical equipment (DME) provider in the hospice industry. We have provided hospice focused DME services across the United States for the past decade, offering services from both our Brick and Mortar operations and through our Network of over two-hundred fifty DME providers. StateServ has network coverage across 48 states and is the only DME Benefit Manager to implement multiple national hospice organizations.
StateServ leverages technology to streamline its business processes which creates an environment that breeds success and excellent customer service. We offer the most advanced real-time invoicing and utilization management tools in the industry. Our internal development team continues to be on the forefront of hospice DME technology – providing advantages such as Hospice EMR integration and consolidated vendor reporting.

If you enjoy working with others in providing business solutions and value a culture that embraces compassion, please consider the following opportunity.

Position: Operations Coordinator

With moderate supervision and following standard operating procedures, this role performs a quality review and reconciliation of system orders. This position interfaces with internal stakeholders across various functions as well as clients to address, modify when necessary and process data to ensure all order data is correctly captured in the system.

Responsibilities include the following:

  • Regularly monitors phone calls and emails from delivery technicians in route for changes or substitutions in equipment deliveries, exchanges or pick up. Incorporates and documents changes in the ordering system to ensure activity matches the system order. This includes but is not limited to entering and updating all item serial numbers for actual equipment delivered, exchanged or picked up.
  • Regularly monitors phone calls and emails from delivery technicians in route for delivery failures and ensures the reason for delivery failure is documented in the system appropriately. This may entail contacting the technician to better understand the situation. As a central point of contact, relays information to field operations and customer service as appropriate.
  • Upon notice of a delivery failure, contacts clients (hospice or care-giver) to communicate delivery failures in a professional and timely manner. Captures client directions for next steps and documents contact in the system. Places new orders in the company system as needed.
  • On a regular basis and shortly following delivery of equipment, requests and receives driver paperwork and reviews information for a match to the system order. Upon identification of discrepancies between the work order and system order follows up with field operations to research inconsistencies and where appropriate, ensure the billing and activity information is correctly captured.
  • Regularly monitors, receives, processes, and stores Patient Oxygen Scripts in any market where Stateserv is required to do so. Reviews current patient census and compares it to received scripts to ensure Stateserv is in compliance with all state regulatory boards.
  • On a regular basis, receives and monitors active and inactive accounts from clients. Performs a quality review to identify any inactive accounts that may be classified within StateServ as active. Places orders for equipment pick-upon identification of such accounts.
  • Reviews system notes for equipment substitutions, specialty items, special agreements, unauthorized deliveries, etc. and updates/modifies pricing and other information on the order as appropriate to ensure that inventory and billing data is accurate.
  • Participates in on-going staff meetings, training activities and continuing education to maintain relevant understanding and knowledge of equipment, new procedures and processes.
  • Assists the customer service department as necessary including but not limited to mapping and creating driver routes.
  • Performs other duties as assigned or apparent.

Required knowledge, skills and abilities to perform the role include the following:

Education, Work Experience, Related Experience and Licensure:

  • A high school diploma or equivalent is required
  • Some college is preferred
  • At least one year experience in which incumbents regularly interface with internal stakeholders and customers is required to communicate quality assurance issues and act as a conduit for information as described
  • Data entry or billing experience is strongly preferred but not required
  • Experience in the healthcare or medical fields in which incumbents have gained an understanding of durable medical equipment is preferred

Specialized Knowledge, Skills & Abilities:

  • The ability to maintain confidentiality of patient information and follow standard operating procedures with regard to patient data to ensure compliance with HIPAA is required
  • A high attention to detailed information is required to review and reconcile data
  • Strong interpersonal skills to interface with multiple internal stakeholders and clients as described
  • The ability to speak and write in a professional manner is required to communicate with clients as described
  • Proficient and accurate typing/data-entry skills are required to record system information as described
  • The ability to prioritize tasks and generally perform work without detailed direction is required
  • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
  • Familiarity with contact management software is strongly preferred

Physical Requirements and Demands:

  • This position entails a high level of work performed at a computer terminal throughout the day as well as moderate use of a telephone or headset equipment
  • The ability to view and continuously focus on and compare system information and work orders is required to quality review information as described
  • On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
  • Regular eye-hand coordination and manual dexterity is required to operate office equipment

NOTE: To apply for this position, please send your resume and/or relevant work experience to careers@stateserv.com

  • StateServ is an equal opportunity employer and offers a competitive compensation and benefits DOE.