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Customer Service Rep, Durable Medical Equipment DM

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Job Details
Job Order Number
Company Name
Mercy Health Corporation (Mercyhealth)
Physical Address
5970 Churchview Drive
Rockford, IL 61107
Job Description


Active Full Time Hourly (80 ppp) FTE 1.0, Day, 8:30-5

Req .# 21044

Customer Service Rep, Mercyhealth at Home – Durable Medical Equipment, Days, 80hrs / 2wks
Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:

  • Employee engagement, empowerment and growth
  • Teamwork toward our common goal – providing exceptional health care services with a passion for making lives better
  • An atmosphere of caring and quality that cascades throughout the organization

Essential duties and Responsibilities

  • Receives communication to the medical equipment program by promptly answering phone calls and servicing walk-in customers with demonstration or education on safe use of equipment or supplies.
  • Receives written and verbal referrals, clarifies information as needed, and under the supervision of the Home Medical Equipment Manager, schedules deliveries and distributes referrals to appropriate equipment technicians.
  • Provides clinical field staff support for entire home care organization; monitors all orders from field staff and fills orders on a timely basis.
  • Assures that all equipment directly provided to patients for use is in good working order.
  • Prepares new patient charts and maintains charts with current and accurate information; maintains accurate filing system. Coordinates with billing staff to assure that information is maintained to produce accurate bills; documents patient communication in charts.
  • Accurately inputs patient data into computer system; updates and retrieves data in a timely manner. Reviews open order edit list to confirm accurate documentation is completed.
  • Prepares and mails CMN’s to physicians on a timely basis; tracks and follows up on CMN’s.
  • Advises patient/family of their financial responsibility. Verify insurance and/or obtains authorization from payer. Updates information in a timely manner.
  • Maintains knowledge of products, prices and services; offers suggestions regarding new programs/products and actively participates in the implementation.
  • Maintains knowledge of products, prices and services. Keeps informed of billing practices as it pertains to Medicare, Medicaid, and other payer sources. Answers questions that may arise regarding insurance coverage. Offers suggestions regarding new programs/products and actively participates in the implementation.
  • All duties as assigned.

Education and Experience
High school diploma or equivalent required
Associates’ Degree preferred
One year of relevant experience required
Knowledge of medical terminology and ICD-10 codes required
Special Physical Demands
The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this Job, the employee is frequently required to reach with hands and arms and talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and/or walk and stoop, kneel, crouch or crawl. The employee must exert up to 25 pounds of force occasionally. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

FTE: 1/80PP

EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans.

EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans.

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