Customer Service Specialist HME-Full time- Waterloo

IHA; Waterloo (IA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Benefits package

Job summary

MercyOne Waterloo is seeking a Customer Service Specialist HME to assist patients and referral sources in obtaining medical equipment. You will help with intake and insurance verification, explain product use, and ensure safe, accurate setup and delivery.

This role involves residential visits, on-call rotations, and collaboration with the care team to meet patient needs while delivering compassionate, patient‑centered care.

Qualifications

• Customer service experience preferred.
• Able to work with diverse groups of people.
• Strong communication and detail-oriented skills.
• Proficient with office software and basic data entry.

Responsibilities

• Assist customers, referral sources and hospital departments in obtaining medical equipment.
• Fit patients with products (diabetic shoes, compression stockings, walkers, canes, nebulizers) and educate on use.
• Verify insurance benefits and enter data; document safety and education.
• Communicate patient needs to the care team and coordinate home deliveries.
• Be on-call and support showroom demonstrations as needed.

Skills

Customer service

Communication

Diversity collaboration

Detail orientation

Tools

HME computer system

Microsoft Office

10-key calculator

Job description

Employment Type

Full time

Shift

Day Shift

Description

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.

MercyOne Northeast Iowa provides expert health care to eight counties. MercyOne Northeast Iowa provides excellent, personalized care close to home to the communities in the Cedar Valley. With 491 licensed beds between the three medical centers, each providing 24-hour emergency lifesaving care, MercyOne is there for you in critical moments:

MercyOne Waterloo Medical Center, an Area Level III Trauma Center and an accredited chest pain center

MercyOne Cedar Falls Medical Center, Community Level IV Trauma Designation

MercyOne Oelwein Medical Center, Community Level IV Trauma Designation

With more than 2,500 colleagues, MercyOne is one of the largest employers in Northeast Iowa.

MercyOne Medical Group – Northeast Iowa is made up of more than 30 primary care, pediatric, internal medicine and specialty clinics located throughout Black Hawk, Bremer, Buchanan, Benton, Butler, Fayette and Tama counties.

Join the MercyOne Family! We are looking to hire a Customer Service Specialist HME.

You will Assists customers, referral sources and hospital departments in obtaining medical equipment for our patients. Responsible for fitting patients with products such as diabetic shoes, compression stockings, walkers, canes and nebulizers. Assists patients and referral sources through intake process and insurance verification. Ensures regulatory requirements are met. Applies suggestive selling principles when customers want to purchase cash sale items. Utilizes computer software to enter appropriate data as well as document patient education/safety when indicated. Effectively describes basic understanding of HME items sold by our company including set up, delivery, education/use and routine cleaning/maintenance. Communicates patients' needs to appropriate disciplines within the care team. Assesses patients for safety including environmental safety when making home deliveries while on call.

Schedule

Monday-Friday 8:30-5:00 with on call rotating after training is completed. You will work Monday-Wednesday in Waterloo and will cover in Evansdale Thursday & Friday.

General Requirements

• Will need to be open to diabetic shoe fitting training, job entails assisting customers with orders, fitting for shoes, compression stockings, walkers, and other home care items. Customer service experience preferred. Will be pt/customer facing at all times in job.
• Assists patients/customers in obtaining correct medical equipment to meet needs – assess for safe use.
• Be able to demonstrate types of equipment and appropriate set up/use to customers who call or walk in to our showroom.
• Fit patient with appropriate product based on physician orders and patient needs.
• Encourage purchase of retail items to patients who might be looking for something extra.
• Obtain insurance information – data entry into computer system. Verify benefits as needed.
• Utilize HME computer system – enter appropriate data for purchase or rental based on item.
• Document safety and use education.
• Will need to be open to diabetic shoe fitting training, job entails assisting customers with orders, fitting for shoes, compression stockings, walkers, and other home care items. Customer service experience preferred.
• Will be pt/customer facing at all times in job.

Minimum Qualifications

• Basic Skill Set
• HME experience preferred
• Valid IA driver’s license and an acceptable Motor Vehicle Report (MVR).
• High language, high math, high reasoning ability.
• Personal computer, 10-key calculator, Microsoft Office, database software.
• Ability to work with diverse groups of people.

Benefits

• Colleagues of MercyOne Health System enjoy competitive compensation with a full benefits package and opportunity for growth throughout the system!

Visit MercyOne Careers to learn more about the benefits, culture, and career development opportunities available to you at MercyOne Health System circle of care.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.