Customer Service Rep, Durable Medical Equipment

Mercyhealth Wisconsin and Illinois; Janesville (WI); Presencial; USD 21.000 - 37.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision

Life & Disability Insurance

FSA/HSA Options

Paid time off

Tuition and certification reimburse

Certification Reimbursement

Well-being Programs

Employee Discounts

On-Demand Pay

Financial Education

Annual recognition/awards events

Partner appreciation days

Family entertainment/attractions disc

Community service/improvement opportun

Descripción de la vacante

Mercyhealth Wisconsin and Illinois is seeking an Intake Specialist to manage patient and referral calls, verify insurance, and process orders for Mercy Assisted Care. You will review clinic notes, obtain prescriptions, and coordinate with internal teams to ensure accurate documentation and timely service delivery.

The role requires strong communication, basic healthcare knowledge, and the ability to navigate Epic and Rx workflows. Competitive pay and comprehensive benefits are offered.

Formación

• High school diploma or equivalent; or 1 year related experience.
• Healthcare administration or insurance verification experience preferred.

Responsabilidades

• Handle patient and referral source calls.
• Verify insurance coverage and prior authorizations.
• Review clinic notes and referrals for accuracy.
• Process and submit prior authorizations.
• Enter accurate work order and delivery information.
• Liaise with Mercy Assisted Care and external customers.
• Maintain auto reorder program for supplies.
• Coordinate with internal teams to ensure timely service delivery.

Conocimientos

Customer service

Insurance verification

Documentation

Communication

Multitasking

Educación

High school diploma

Herramientas

Epic

Fax workflow

Descripción del empleo

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 - $27.20

Mercyhealth 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

At Mercyhealth, we don't simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including:

• #1 in the nation on AARP's Best Employers for Workers Over 50

• One of Working Mother magazine's 100 Best Companies for Working Mothers

• A Top 50 Company and Top 10 Nonprofit for Executive Women