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At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

+ **Job Title: Customer Service Representative**

Department: Home Medical Equipment

Summary

Receives verbal orders for home medical equipment and completes all necessary procedures to ensure delivery of the equipment to the patient’s home. Performs patient instruction and equipment/supplies set up for retail customers of all ages. Directs other employees to complete daily activities. Able to communicate clearly to patients and families in somewhat difficult or sensitive situations.

Essential Duties and Responsibilities

Receives telephone orders for medical equipment and/or supplies from patients, healthcare professionals including but not limited to physicians, nurses, discharge planners, case managers, and social workers. Must converse using appropriate medical terminology and with a helpful caring nature. Completes all necessary paperwork processes, data entry, and scheduling to ensure accurate and timely delivery of medical equipment/supplies to patients or facilities. Schedules patient appointment in Epic for the Respiratory Therapists. Works as part of a team to meet these expectations. Receives questions/inquiries via telephone or walk-in customers of all ages regarding home medical equipment and insurance coverage. Maintains knowledge of products and services available and can meet the customers needs by communicating in a clear, friendly, helpful manner, using appropriate medical terminology that the customer understands. Instructs on the appropriate use of medical equipment/supplies regarding use and safety for retail customers. Must be capable of changing teaching methods based on customers age and learning abilities. Reviews and ensures completeness of all charts and delivery tickets before they are sent to billing staff. This includes proper signatures, HCPC coding, diagnosis coding, correct dates, and all necessary forms in file. Corrections are made in the computer and also on paper before reaching the billing office. Maintains the plan of cares and initial assessments in the customer service area. Ensures that all forms are complete and filed in appropriate binders. Contributes information to the plan of cares when taking care of customers/patients. Provides customer service assistance to entities contracted with HME and consignment locations. This includes product knowledge, insurance coverage issues, inventory restocking, and processing paperwork. Uses the internet and other provided written documentation for maintaining knowledge of Medicare and Medicaid guidelines, policies, and processes. Complies with policies and procedures related to regulatory bodies, payor sources and other appropriate agencies. Investigates and resolves customer and referral source complaints. Refers unusual problems to the supervisor. Recognizes and reports incidents related to patient safety, staff safety, and patient property. Completes appropriate incident reporting process within time frame required. Protects patient confidentiality information. Demonstrates behaviors consistent with stated core values of Catholic Healthcare Partners. Responsible for performing all other duties as assigned.

Education and/or Experience

Education: High School

Years of Experience:

1 – 3

Communication/Interpersonal** **Skills

Must be able to explain instructions about using medical equipment and payment guidelines for equipment to patients and family members. Also, must communicate with other healthcare professionals about appropriate equipment related to diagnosis and payment coverage. Must be able to read and interpret documents such as Medicare and Medicaid guidelines, payment policies, policies and procedures, and other regulatory manuals.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans

Prescription drug coverage

Flexible spending accounts

Life insurance w/AD&D

Employer contributions to retirement savings plan when eligible

Paid time off

Educational Assistance

And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected]