DME Customer Care Specialist – Insurance & Referrals

Mercyhealth; Janesville (WI); Hybrid; USD 31,000 - 57,000; 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

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