As a Customer Service Representative at Freedom Mobility Center, you will be the first

point of contact for patients and healthcare providers. You will handle inquiries related to

durable medical equipment (DME), repairs, and service updates. Your role is critical in

ensuring timely, compassionate, and accurate support across multiple communication

platforms while meeting performance and service level expectations.

Key Responsibilities:

1. Customer Interaction & Communication

Respond to inbound and outbound calls regarding DME orders, repairs,

billing inquiries, and service updates, ensuring each interaction is handled with

empathy, professionalism, and efficiency.

Handle repair requests, product inquiries, sales, and other service-related

concerns by actively listening to patient needs, documenting details accurately,

and providing clear next steps.

Communicate with patients via Textline, maintaining a compassionate tone

and ensuring high Net Promoter Score (NPS) through timely and helpful

responses.

Send professional emails and text messages to patients and internal teams

for updates, confirmations, appointment reminders, and follow-ups.

Educate patients on the use, care, and insurance coverage of durable medical

equipment (DME), ensuring they understand how to operate and maintain their

devices safely.

Adhere to company policies, including HIPAA compliance, privacy standards,

and proper documentation of all customer interactions to ensure regulatory and

ethical standards are met.

Transfer incoming calls to appropriate staff.

Check and route voice mail messages to appropriate staff.

Recognize, document, and alert the supervisor of trends in customer calls.

2. System & Ticket Management

Use Freshdesk to manage and resolve service tickets within defined SLA

timelines, ensuring all cases are tracked, updated, and closed appropriately.

Accurately log calls and service requests in Brightree and other internal

systems, maintaining complete and compliant records for each interaction.

Send and manage PulseM surveys to gather patient feedback, identify service

gaps, and contribute to continuous improvement efforts.

3. Technical Support & Troubleshooting

Perform basic troubleshooting for power wheelchairs over the phone, guiding

patients through simple fixes and escalating complex issues to the appropriate

team.

Collaborate with internal departments such as Repair, Scheduling, and Sales

to ensure seamless service delivery and resolution of patient concerns.

4. Billing & Payment Support

Handle billing questions and process copay payments as requested by

customers, ensuring accuracy and clarity in financial transactions and patient

communication.

5. Knowledge & Professional Development

Maintain up-to-date knowledge of company products, services, policies, and

industry standards to provide accurate information and support to patients and

colleagues.

Participate in ongoing training and team meetings to stay informed about

system updates, process changes, and performance expectations.