Customer Service Clerk - Home Medical Equipment - St. Rita's Medical Center

Mercy Health•Lima, OH

5d•Onsite

About The Position

As a faith-based and patient-focused organization, Mercy Health exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Mercy Health seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive. Receives verbal orders for home medical equipment and completes all necessary procedures to ensure delivery of the equipment to the patient’s home. Performs patient instruction and equipment/supplies set up for retail customers of all ages. Directs other employees to complete daily activities. Able to communicate clearly to patients and families in somewhat difficult or sensitive situations.

Requirements

High School
1 – 3 years of experience
Must be able to explain instructions about using medical equipment and payment guidelines for equipment to patients and family members.
Must communicate with other healthcare professionals about appropriate equipment related to diagnosis and payment coverage.
Must be able to read and interpret documents such as Medicare and Medicaid guidelines, payment policies, policies and procedures, and other regulatory manuals.

Responsibilities

Receives telephone orders for medical equipment and/or supplies from patients, healthcare professionals including but not limited to physicians, nurses, discharge planners, case managers, and social workers. Must converse using appropriate medical terminology and with a helpful caring nature.
Completes all necessary paperwork processes, data entry, and scheduling to ensure accurate and timely delivery of medical equipment/supplies to patients or facilities.
Schedules patient appointment in Epic for the Respiratory Therapists.
Works as part of a team to meet these expectations.
Receives questions/inquiries via telephone or walk-in customers of all ages regarding home medical equipment and insurance coverage.
Maintains knowledge of products and services available and can meet the customers needs by communicating in a clear, friendly, helpful manner, using appropriate medical terminology that the customer understands.
Instructs on the appropriate use of medical equipment/supplies regarding use and safety for retail customers. Must be capable of changing teaching methods based on customers age and learning abilities.
Reviews and ensures completeness of all charts and delivery tickets before they are sent to billing staff. This includes proper signatures, HCPC coding, diagnosis coding, correct dates, and all necessary forms in file. Corrections are made in the computer and also on paper before reaching the billing office.
Maintains the plan of cares and initial assessments in the customer service area.
Ensures that all forms are complete and filed in appropriate binders.
Contributes information to the plan of cares when taking care of customers/patients.
Provides customer service assistance to entities contracted with HME and consignment locations. This includes product knowledge, insurance coverage issues, inventory restocking, and processing paperwork.
Uses the internet and other provided written documentation for maintaining knowledge of Medicare and Medicaid guidelines, policies, and processes.
Complies with policies and procedures related to regulatory bodies, payor sources and other appropriate agencies.
Investigates and resolves customer and referral source complaints. Refers unusual problems to the supervisor.
Recognizes and reports incidents related to patient safety, staff safety, and patient property. Completes appropriate incident reporting process within time frame required.
Protects patient confidentiality information.
Demonstrates behaviors consistent with stated core values of Catholic Healthcare Partners.
Responsible for performing all other duties as assigned.