Service Analyst

Description

Company Overview: 

Health Aid of Ohio (HAO) is a federal supplier and service provider of home healthcare products. We are committed to safely providing our clients with mobility, home accessibility and vehicle accessibility. Our products include a wide selection including power and manual wheelchairs, walkers, bathroom safety equipment, ramps, vertical lifts, stairlifts and vehicle lifts. 

Position Overview: 

The DME Service Analyst is responsible for managing service repair orders (SROs) and repair quotations for Durable Medical Equipment (DME). This role supports the coordination of equipment repairs by reviewing service requirements, preparing accurate quotes, obtaining approvals, and facilitating procurement activities. The position works closely with technicians, procurement, warehouse operations, customer service, and management to ensure timely, compliant, and cost-effective service delivery. This position reports to the Columbus Branch Manager.

Responsibilities:

Service Repair Order (SRO) Management

• Review technician diagnostics and identify required parts, labor, and service codes.
• Create, monitor, and manage service repair orders within company systems.
• Track service orders from initial assessment through completion.
• Coordinate repair activities among technicians, procurement, warehouse staff, and customer service teams.

Quoting and Financial Administration

• Prepare accurate repair quotes using applicable HCPCS codes, manufacturer pricing, and labor rates.
• Evaluate repair costs and margins to support profitability objectives.
• Communicate patient or customer financial responsibilities for non-covered repairs and maintenance.
• Obtain purchase order approvals and initiate procurement request for required parts.

Compliance and Operational Support

• Maintain current manufacturer repair manuals and service documentation.
• Ensure compliance and company standards, including OSHA and accreditation requirements.
• Maintain knowledge of company products, repair procedures, and equipment specifications.
• Verify that all required documentation is complete and accurate.
• Receive and inspect incoming equipment and repair parts.
• Serve as a liaison between operational staff and management.
• Prepare reports and provide administrative support as needed.
• Provide backup support for customer service scheduling functions.
• Perform additional duties as assigned by management.
• Maintain regular attendance and complete required continuing education and peer review training.

Requirements

Minimum Qualifications:

• High school diploma or GED.
• 1 to 3 years of experience in DME/HME operations, medical device service, or a related field.
• Proficiency in Microsoft Excel and standard computer applications.
• Strong communication and organizational skills.
• Ability to read and communicate effectively in English.
• Ability to lift and move equipment or parts as required.
• Valid driver's license.
• Prior experience repairing power mobility equipment preferred

Preferred Qualifications:

• RRTS certified (Registered Rehabilitation Technology Supplier).
• Experience with Bonafide software or similar DME management systems.

Physical Requirements:

• In an 8-hour day, the employee lifts/carries repair parts and tools frequently.
• In an 8-hour day, the employee stands/walks 2 hours.
• In an 8-hour day, the employee sits 6 hours.

What We offer:

Health Aid of Ohio provides a range of benefits to meet your current and future needs. Our benefits offer quality choices to support the well-being of our employees and their families. These are a few of the benefits we offer:

• Medical and prescription drug coverage.
• Dental and vision insurance.
• Short- and long-term disability protection.
• Paid vacation and personal time off. 
• 401(k) savings plan with company match.
• Life insurance.