Customer Service Rep, Mercyhealth Mall - FT

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

• 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