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Employment Type:

Full time

Shift:

Day Shift

Description:

PURPOSE:

Responsible for performing all processes related to home medical equipment referrals including completion of intake, including verification of insurance benefits, ensuring receipt of required documentation, entry of patient information and order information into the Brightree system, communication of delivery/pickup arrangements and financial responsibility, as well as other general office duties as assigned. Responds to home medical equipment customer inquiries/concerns and performs research and follow-up in a timely, professional manner.

CUSTOMERS INCLUDE:

Clients, families, third party payers, physicians, referral sources, community, hospital and homecare staff.

REPORTING RELATIONSHIP:

Director of Home Medical Equipment.

ESSENTIAL FUNCTIONS:

Greets patients and customers walking into the home medical equipment store. Receives and processes inquiries and referrals from internal and external sources for products/services provided by MercyOne Home Medical Equipment utilizing appropriate policies, guidelines and standards. Provides pricing information, confirms medical criteria for equipment and investigates other home medical equipment needs with the referral source. Performs reimbursement procedures such as insurance verification, obtaining physician orders and necessary documentation, etc. in a timely and accurate manner. Assures all information is complete and accurate. Generates and enters order information into Brightree. Ensures compliance with regulatory bodies such as CMS, The Joint Commission and others. Researches and responds to questions/concerns from customers and/or referral sources related to home medical equipment. Assists MercyOne Home Medical Equipment Management to meet targeted operational benchmarks and quality indicators. Participates in orienting, educating, and mentoring staff.

CHARACTERISTICS:

Excellent verbal and written communication skills. Ability to work with people in a professional, positive manner and positively promote home medical equipment. Excellent interpersonal skills. Effective computer skills. Ability to work and make decisions and problem solve independently. Responsive to the needs of internal/external customers and promotes customer satisfaction. Ability to perform effectively under stressful situations with frequent interruptions to meet deadlines in a timely manner and with accuracy. Able to organize, prioritize and function in a fast-paced environment. Provides a high level of customer responsiveness and serves as a role model to encourage a commitment to customer service. A strong service orientation is required. Maintains an excellent working relationship within the department and with all our internal and external customers. Ability to handle interactions with discretion, tact and courtesy when dealing with sensitive issues and confidential information. Must have well developed communication skills; strong interpersonal and collaborative skills with physicians and other healthcare professionals; strong decision-making skills that support patient care needs and ethical standards; and the ability to organize work and set appropriate priorities. Must have excellent written and verbal communication skills with the ability to relate to people across all levels and diverse backgrounds. Ensures that services are provided in a manner that supports continuous quality improvement and customer-oriented focus. Keeps supervisor informed about important issues. Requires professionalism in both dress and conduct on the job. Demonstrates an understanding of organizational dynamics and administrative procedures and protocols. Ability to function in a dynamic, fast-paced team environment and to cope with ambiguity, time constraints, and other daily stressors in an effective and appropriate manner. Demonstrates time management, prioritization and organizational skills including an ability and willingness to plan, organize and accomplish tasks accurately and in a timely manner to exercise sound judgment under pressure and to manage multiple and competing activities simultaneously. Must be able to work independently and productively in a fast-paced setting involving multi-task functions and projects. Ability to plan, organize and perform duties with minimal supervision and with a high degree of accuracy and attention to detail. Proven ability to identify, compile and present data effectively from many different sources for management decision-making. Must possess advanced analytical skills. Ability to demonstrate initiative. May require the ability to be cross trained into multiple positions. Assigned hours within your shift, starting time, or days of work are subject to change based on the changing needs of the department and/or the organization.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

During an 8-hour shift, may sit 7 hours, stand/walk ½ hour each. Requires occasional bending, stooping, reaching, pushing and pulling. Use of hands for simple and firm grasping, fine manipulation and repetitive motion work (typing, data entry). Must be able to hear speech, speak and see at near visual acuity level. Able to maintain high level of concentration with many interruptions and attain expected deadlines. Must be able to travel on occasion to other worksites and training seminars. Must adhere to applicable organizational requirements on an annual basis for Employee Health Directives. May require some lifting/carrying objects weighing up to 40 pounds.

MINIMUM EDUCATION, LICENSURE, CERTIFICATION, AND EXPERIENCE REQUIRED:

High school or equivalent graduate. 1-2 years experience in a customer service and/or office area preferred. Prefer background in home medical equipment or related medical/health field. Prefer background/experience in medical equipment, home medical equipment reimbursement, coverage and regulatory standards. Medical terminology background preferred.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is 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, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran