Customer Service Technician HME-Full time-Clinton

Trinity Health•Clinton, IA

26d

About The Position

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. At MercyOne, 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 MercyOne Family! We are looking to hire a Customer Service Tech – Home Medical Equipment. As a Customer Service Tech - HME at MercyOne, 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 completed in a timely and accurate manner. Must demonstrate the characteristics of excellence in customer service to positively promote homecare to all customers. 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.

Requirements

High school or equivalent graduate.
1-2 years’ experience in a customer service and/or office area preferred.
Minimum of 1-2 years of prior customer service experience required.
Minimum of 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.

Nice To Haves

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.

Responsibilities

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.