Customer Service Technician HME--Clinton

Position: Customer Service Technician HME-Full time-Clinton
Employment Type:

Full time

Shift:

Day Shift

Description:

POSITION

PURPOSE:

Responsible for performing all processes related to Home Medical Equipment (HME) referrals including obtaining all necessary patient and prescription information, verification of insurance benefits, ensuring receipt of required documentation, entry of patient information and order information into the Brightree system, communication of delivery/pickup arrangements and financial responsibility, as well as other general office duties as assigned. Responds to Home Medical Equipment customer inquiries/concerns and performs research and follow-up in a timely, professional manner.

SCOPE OF SERVICE:

Clients, families, third party payers, physicians, referral sources, community, and hospital staff.

ESSENTIAL FUNCTIONS:

1. Adheres to the principles of caring and expected behaviors outlined in Mercy One Medical Center's Model of Caring and Trinity Health's Code of Conduct, fostering a climate where all customers are treated in a manner consistent with Mercy One Medical Center's Mission and Values.

2. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical and professional behavior.

3. Performs other duties consistent with purpose of job as directed.

4. Receives and processes inquiries and referrals from internal and external sources for products/services provided by Mercy One Clinton Home Medical Equipment utilizing appropriate policies, guidelines, and standards.

5. Provides pricing information, confirms medical criteria for equipment and investigates other equipment and supply needs with the referral source.

6. Performs reimbursement procedures related to HME such as insurance verification, obtaining physician orders and necessary documentation, etc. in a timely and accurate manner.

7. Assures all information is complete and accurate. Generates and enters order information into Brightree.

8. Ensures compliance with regulatory bodies such as CMS, The Joint Commission, and others.

9. Researches and responds to questions/concerns from customers and/or referral sources related to HME equipment.

10. Assists Mercy One Clinton Home Medical Equipment management to meet targeted operational benchmarks and quality indicators.

11. Participates in orienting, educating, and mentoring staff as necessary and requested.

12. Excellent verbal and written communication skills.

13. Ability to work with people in a professional, positive manner and positively promote Home Medical Equipment. Excellent interpersonal skills.

14. Effective computer skills.

15. Ability to work and make decisions and problem solve independently.

16. Responsive to the needs of internal/external customers and promotes customer satisfaction.

17. Adheres to the Mercy One Clinton Medical Center Citizenship Standards and Service Excellence Standards.

18. Ability to perform effectively under stressful situations with frequent interruptions to meet deadlines in a timely manner and with accuracy.

19. Able to organize, prioritize and function in a fast-paced environment.

PHYSICAL AND MENTAL REQUIREMENTS AND

WORKING CONDITIONS:

1. During an 8-hour shift, may sit 7 hours, stand/walk ½ hour each.

2. Requires occasional bending, stooping, reaching, pushing, and pulling.

3. Use of hands for simple and firm grasping, fine manipulation, and repetitive motion work (typing, data entry).

4. Must be able to hear speech, speak and see at near visual acuity level.

5. Able to maintain high level of concentration with many interruptions and attain expected deadlines.

6. Will require some lifting/carrying objects weighing up to 70 pounds.

MINIMUM EDUCATION, LICENSURE, CERTIFICATION, AND EXPERIENCE

REQUIRED:

1. High school or equivalent graduate.

2. 1-2 years' experience in a customer service and/or office area preferred.

3. Prefer background in home medical equipment or another related medical/health field.

4. Prefer background/experience in medical equipment, HME reimbursement/coverage and regulatory standards.

5. Medical terminology background preferred.

Description:

At Mercy One, health care is more than just a doctor's visit or a place to go when you're in need of medical attention. Our Mission is based on improving the health of our communities - that means not only when you are sick but keeping you well.

Join the Mercy One Family! We are looking to hire a Customer Service Tech - Home Medical Equipment.

As a Customer Service Tech - HME at Mercy One, you will perform duties related to delivery, set up, installation and/or fitting of home medical equipment. Ensures equipment is appropriate and safe for home use by the client/caregiver and instructs on use of equipment following manufacturer's guidelines, regulatory standards, and homecare policies/procedures. Assures that the proper documentation is obtained from the client and paperwork is…