Durable Medical Equipment Liaison - Youngstown Home Medical Equipment

Mercy Health • Youngstown, OH

2d

About The Position

The Durable Medical Equipment (DME) Liaison ensures patients qualify for ordered equipment and understand its appropriate use before or at the point of service. The role is the primary contact for insurance verification, communicating patient financial responsibility, and patient education. The Liaison works with patients, clinical teams, and internal partners to meet requirements and support timely, compliant equipment provision.

The position verifies benefits and coverage, calculates and explains patient costs, obtains required documentation and authorizations, and educates patients on equipment use, care, and safety. It coordinates orders and patient readiness, maintains accurate records, addresses coverage or documentation issues, and may order supplies or medications and manage inventory using Hybrent or other appropriate systems.

The position is PRN, as needed, with day and afternoon shifts and weekends and holidays as needed. Work takes place in a general office environment and may involve high stress, fluctuating workloads, interruptions, working alone, limited exposure to hazardous substances or body fluids, and exposure to blood or other potentially infectious materials. Universal precautions and personal protective equipment are required.

Requirements

• High school diploma or equivalent.
• BLS Basic Life Support certification is required within 30 days for BSMH and at hire for RSFH.
• Ability to provide care appropriate to the ages and developmental needs of patients served, from neonates through geriatrics.
• Knowledge and skills to assess patient status and identify age- and need-appropriate care requirements.
• Ability to educate patients about insurance plans, coverage provisions, financial responsibility, and collection of patient portions.
• Ability to obtain and maintain payer-required documentation and authorizations.
• Ability to track, maintain, and order inventory.
• Ability to work with a team of DMEPOS Coordinators and Billing Specialists.
• Ability to follow infection control, universal precaution, personal protective equipment, and safety policies.
• Excellent oral, active listening, and written communication skills.
• Strong customer service, interpersonal, and organizational skills, with attention to detail.
• Ability to handle multiple priorities and tasks.
• Willingness to learn technical products and develop clinical competency.

Nice To Haves

• Previous experience in healthcare customer-facing service.
• One of the following credentials is preferred: NATABOC Athletic Trainer License in the state of practice; Certified Medical Assistant (CMA) through the American Association of Medical Assisting; Registered Medical Assistant (RMA) through American Medical Technologies; Certified Clinical Medical Assistant (CCMA) through the National Healthcareer Association; National Certified Medical Assistant (NCMA) through the National Center for Competency Testing; or Nationally Registered Certified Medical Assistant (NRCMA) through the National Association for Health Professionals (not accepted in South Carolina).
• BLS Basic Life Support certification upon hire.

Responsibilities

• Verify patient insurance benefits and DME coverage against payer requirements and medical necessity criteria.
• Calculate and communicate patient financial responsibility, including copayments, deductibles, and coinsurance.
• Obtain and complete required documentation and authorizations for compliant equipment provision.
• Serve as the primary patient contact for eligibility, coverage, and financial expectations.
• Educate patients on equipment use, care, and safety according to physician orders and manufacturer guidelines; assess their understanding after instruction or demonstration.
• Coordinate with clinical teams, physician offices, and internal partners to align orders, documentation, and patient readiness.
• Facilitate timely equipment requests by completing eligibility, documentation, and patient-related requirements.
• Answer questions about equipment use, coverage, and financial responsibility and set clear expectations.
• Maintain accurate records of eligibility verification, financial discussions, and patient interactions in accordance with organizational and regulatory requirements.
• Identify and escalate coverage limitations, documentation gaps, or patient concerns that could affect equipment provision.
• Participate in ongoing training on payer requirements, equipment guidelines, and patient communication.
• May order supplies or medications using Hybrent or other appropriate systems and maintain inventory levels based on market needs.
• Fit products and educate patients on application, use, care, and expected outcomes based on physician instructions and manufacturer recommendations.
• Track, maintain, and order inventory for one or multiple locations; clean and stock as needed.
• Promote strong working relationships with internal departments and external case managers, payers, suppliers, physician clinical staff, and surgery personnel.
• Document custom measurements, ABNs, MAEs, and LMNs as needed to maintain compliance.
• Work with DMEPOS Coordinators and Billing Specialists; post DME charges.
• Train employees on DME processes and procedures.
• Follow bloodborne pathogen, OSHA, other governmental, and general safety requirements.
• Deliver patient-focused, timely service; respond to patient, physician, and team member needs; and contribute positively to the team in alignment with ministry core values.

Benefits

• Competitive pay, incentives, referral bonuses, and 403(b) with employer contributions when eligible.
• Medical, dental, vision, and prescription coverage; HSA/FSA options; life insurance; mental health resources; and discounts.
• Paid time off, parental and FMLA leave, short- and long-term disability, and backup care for children and elders.
• Tuition assistance, professional development, and continuing education support.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED