About this role
Customer Service Representative
- Machesney Park, Illinois
- 40 hours/week
- Full-time, benefits eligible status
We offer a comprehensive benefits package that includes health and dental insurance, tuition reimbursement, retirement plan with a competitive matching contribution and paid time off. Mercyhealth offers several education assistance programs to support employees in their career advancement. Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.
Job Duties:
The Customer Service Rep responds to all requests for equipment/supplies as well as walk-in customers to facilitate efficient operations of the medical equipment program.
- 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 Supervisor or Manager, schedules deliveries and distributes referrals to appropriate equipment technicians.
- Ensures 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 sends orders to physicians on a timely basis; tracks and follows up on orders.
- Advises patient/family of their financial responsibility. Verify insurance and/or obtain 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.
Requirements:
High school diploma or equivalent preferred
Prior customer service experience preferred
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 Supervisor or Manager, schedules deliveries and distributes referrals to appropriate equipment technicians.
- Ensures 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 sends orders to physicians on a timely basis; tracks and follows up on orders.
- Advises patient/family of their financial responsibility. Verify insurance and/or obtain 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.
Requirements:
High school diploma or equivalent preferred
Prior customer service experience preferred
Other facts
About Mercyhealth
At Mercyhealth, our doctors, nurses and staff are committed to making lives better for our patients and their families. They bring knowledge and innovation to ensure that our patients receive world-class health care, close to home.
As an integrated health system, we provide exceptional, coordinated health care for almost every need. Integration improves access to services, technology and treatments, and leads to better outcomes. To best serve our patients, our integration centers around four core service areas: hospital-based services, clinic-based services, post-acute and retail services (home health, hospice, pharmacies, etc.), and a wholly owned and operated insurance company.
At the heart of our organization are more than 7,000 doctors, nurses, staff and volunteers who live the Mercyhealth mission of providing exceptional health care services with a passion for making lives better. We’re committed to working together to make lives better for our patients and their families.
Our passion drives and inspires us to do our very best, and we continuously look for ways to make each life better with the utmost care and professionalism. This can be as complex as a cutting-edge procedure or as simple as a smile. Nothing is ever too small or taken for granted. Everything matters.
What you'll do
- The Customer Service Representative responds to requests for medical equipment and supplies, servicing both phone and walk-in customers. They also manage patient charts, coordinate with billing staff, and ensure equipment is in good working order.
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