Customer Service Rep, Durable Medical Equipment

Mercyhealth; Janesville (WI); Hybrid; USD 42,981,000 - 77,939,000; Full time

Job summary

Mercyhealth Mall Clinic in Janesville, WI is seeking a Customer Service Representative for Durable Medical Equipment. This full-time role handles patient and referral communications, insurance checks, and orders intake using Epic and fax workflows.

Responsibilities include reviewing clinic notes and demographics, processing prior authorizations, and ensuring accurate data entry for billing and delivery. Strong English communication is required and knowledge of Mercy Assisted Care processes is a

Qualifications

• High school diploma or equivalent; or 1 year related experience.
• Insurance verification and prior authorizations experience preferred.
• Ability to read/write in English and communicate clearly with patients and referrals.

Responsibilities

• Handle incoming calls from patients and referral sources.
• Perform intake of referral orders via phone, Epic, and fax.
• Verify insurance coverage and determine prior authorization needs.
• Review clinic notes, orders, and patient demographics for accuracy.
• Process and submit prior authorizations for equipment rentals/purchases.
• Enter accurate work orders and select appropriate supplies/equipment for delivery.
• Schedule repairs and manage Rx workflow as needed.
• Resolve issues or refer to appropriate team members as required.

Skills

Phone support

Insurance verification

Prior authorizations

Documentation review

Referral intake

Education

High school diploma or equivalent

Tools

Epic

Job description

## Customer Service Rep, Durable Medical EquipmentApply: Mercyhealth Mall Clinic - Janesville, WI: Full time: Posted Yesterday: 2026-03367**Essential Duties and Responsibilities*** Manages phone calls from patients and referral sources.* Responsible for intake of referral orders from phone calls, Epic and faxes, using departmental procedures.* Performs insurance verification on each order to assess coverage, documentation and prior authorization needs.* Obtains and reviews clinic notes, progress notes, orders, demographics, face-to-face and medical justification documentation from referrals to meet documentation expectations for Mercy Assisted Care per Federal, State and payer requirements.* Maintains current knowledge of relevant documentation requirements for products provided by Mercy Assisted Care.* Processes and submits prior authorizations for insurance approval of equipment rental or purchase.* Responsible for entering accurate work order information, selecting appropriate supplies and/or equipment and delivery method for a seamless delivery. Maintains assigned Operator Tasks to ensure timely follow up with tasks.* Schedules repairs for on-site repair technician.* Reviews and obtains valid prescriptions through the Rx workflow.* Reviews, routes and processes faxes through the fax workflow.* Problem solves a wide range of customer issues and complaints, appropriately referring issues outside their scope of practice.* Works with MAC purchasing department to subcontract orders from outside vendors for Mercy system patients.* Must be able to select appropriate products given patient's medical need, life style and overall condition. Familiar with contraindication of all products and liability issues for MAC.* Acts as liaison between Mercy Assisted Care and key internal and external customers/ referral sources.* Responsible for maintaining and working the auto reorder program for supplies* Maintain up-to-date, accurate information regarding equipment to meet accreditation and regulatory requirements.* Verify patient's demographic/insurance (payer) information to ensure accurate input to billing for reimbursement.* Monitor reports for timely renewals of prescriptions, prior authorizations, rentals and missing information.* Responsible for absorbing and applying information provided in Customer Service Huddles, Customer Service meetings and MAC all staff meetings.**Education and Experience**High school diploma or equivalent; or 1 year's related experience and/or training; or equivalent combination of education and experience.**Certification and Licensure**N/A**Skills and Abilities** N/A **Special Physical Demands**The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Must be able to read and write in English. The employee must occasionally lift and/or move up to 10 pounds. These Special Physical Demands are considered Essential Job Functions of the position with or without accommodations.**Level of Supervision**N/A**Supervises**N/A**PAY RANGE:**$15.00 - $27.20Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.Mercyhealth offers competitive pay and a comprehensive benefits package including:* Medical, Dental, Vision* Life & Disability Insurance* FSA/HSA Options* Generous, accruing paid time off* Paid Parental and caregiver leave* Career advancement and educational opportunities* Tuition and certification reimbursement* Certification Reimbursement* Well-being Programs* Employee Discounts* On-Demand Pay* Financial Education* Annual recognition/awards events* Partner appreciation days* Family entertainment/attractions discount* Community service/improvement opportunities