MercyOne · 3 weeks ago
Customer Service Technician HME-Full time-Clinton
Clinton, IA
Full-time
Onsite
Entry Level
1+ years expMercyOne is committed to improving the health of communities through compassionate care. They are seeking a Customer Service Technician for Home Medical Equipment to perform duties related to equipment delivery, setup, and customer service, ensuring compliance with regulatory standards.
Health CareHealth DiagnosticsHospitalMedicalNon ProfitPersonal HealthPrimary and Urgent Care
Responsibilities
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
Adheres to the principles of caring and expected behaviors outlined in MercyOne 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 MercyOne Medical Center's Mission and Values
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
Performs other duties consistent with purpose of job as directed
Receives and processes inquiries and referrals from internal and external sources for products/services provided by MercyOne Clinton Home Medical Equipment utilizing appropriate policies, guidelines, and standards
Provides pricing information, confirms medical criteria for equipment and investigates other equipment and supply needs with the referral source
Performs reimbursement procedures related to HME such as insurance verification, obtaining physician orders and necessary documentation, etc. in a timely and accurate manner
Assures all information is complete and accurate. Generates and enters order information into Brightree
Ensures compliance with regulatory bodies such as CMS, The Joint Commission, and others
Researches and responds to questions/concerns from customers and/or referral sources related to HME equipment
Assists MercyOne Clinton Home Medical Equipment management to meet targeted operational benchmarks and quality indicators
Participates in orienting, educating, and mentoring staff as necessary and requested
Excellent verbal and written communication skills
Ability to work with people in a professional, positive manner and positively promote Home Medical Equipment. Excellent interpersonal skills
Effective computer skills
Ability to work and make decisions and problem solve independently
Responsive to the needs of internal/external customers and promotes customer satisfaction
Adheres to the MercyOne Clinton Medical Center Citizenship Standards and Service Excellence Standards
Ability to perform effectively under stressful situations with frequent interruptions to meet deadlines in a timely manner and with accuracy
Able to organize, prioritize and function in a fast-paced environment
Performs all duties related to delivery, set up, installation and/or fitting of home medical equipment
Works independently making service and delivery calls if needed, and performs repairs as required
Ensures equipment is appropriate and safe for use by the client/caregiver and instructs on use of the equipment following guidelines, regulatory standards, and policies/procedures
Ensures that the client/caregiver understand and can demonstrate the instructions given
Prepares all equipment/supplies for delivery and ensures it is in proper working order. Schedules deliveries in a cost effective and efficient manner
Communicates to client all pertinent company services and billing information in accordance with policies/procedures and ensures the client’s understanding of such
Qualification
Required
High school or equivalent graduate
1-2 years of prior customer service experience required
1-2 years of delivery/driver experience required
Knowledgeable on DOT regulations for the states being served and/or apply adaptive devices
Must have a valid driver's license and proof of insurance must be submitted and will be maintained throughout employment
Must have a general working knowledge of computers and department specific software
Within the first year of employment, must complete all assigned training and orientation and can demonstrate competency within each area
Preferred
1-2 years' experience in a customer service and/or office area preferred
Prefer background in home medical equipment or another related medical/health field
Prefer background/experience in medical equipment, HME reimbursement/coverage and regulatory standards
Medical terminology background preferred
Previous experience and knowledge in Home Safety Fire and Electrical Hazards preferred
Benefits
Competitive compensation
Full benefits package
Opportunity for growth throughout the system
Company
MercyOne
MercyOne is a non-profit organization that provides healthcare services to communities.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-04-19Acquired
Leadership Team
Bob Ritz
CEO & President
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