HME Specialist - Customer Service ($1,125 Bonus Eligible)

Company: SSM Health
Location: Madison
Posted on: November 19, 2019

Job Description:

HOME MEDICAL EQUIPMENT SPECIALIST CUSTOMER SERVICECLASSIFICATION SPECIFICATIONCLASSIFICATION PURPOSEPositions in this classification utilize superior customer service and critical thinking skills to assist customers and referral sources with processing and obtaining home medical equipment and supplies. Serves as a liaison between customers, insurance companies and all referral sources.Serves all external and internal customers in a compassionate manner, answering a high volume of requests from customers, referrals and co-workers.ESSENTIAL JOB DUTIESThis listing is not to be construed as all-inclusive. Other duties may be required and assigned.

• Receives telephone, fax, and electronic requests from referral sources and patients to provide home medical equipment (HME) supplies and services to patients, hospitals and medical facilities.
• Responds to customer inquiries by researching documentation and insurance guidelines.Consults with insurance providers, hospitals, clinics and other medical entities.
• Utilizes the computerized data system to conduct order intake tasks including: collection of patient demographic information, verification of insurance for reimbursement and obtaining medical documentation to support medical necessities.Uses critical thinking and judgment to determine patient eligibility for equipment and services.Obtains prior authorizations as necessary from appropriate sources.Communicates coverage information to patients.
• Processes work orders to ensure for proper delivery of the product to the customer.Performs accurate and timely entry of data into the system.Ensures the customer database is accurate using multiple online resources.Makes updates to accounts as necessary.
• Conducts necessary follow-up on orders to ensure for customer and referral satisfaction.Communicates with customers, referral sources, other external entities, and internal staff.Responds to referral and customer concerns and complaints.Researches problem and provides follow-up to ensure concerns are addressed.
• Ensures that paperwork is organized, batched and routed to medical records in a timely manner.
• Regular and reliable attendance at work.MARGINAL JOB DUTIES
  • May provide customer service in the home medical equipment showroom as necessary. Explains product options and pricing. Completes orders for durable medical equipment and supplies. Accepts and processes payments.
  • Distributes home medical equipment as required.MINIMUM EDUCATION AND EXPERIENCEHighschool diploma or equivalent with two to three years prior office experience ina capacity where the majority of time was spent working with computer systemsand applications or any other combination of education and experience thatprovides equivalent knowledge, skills or abilities.Priorhealth care experience with medical terminology is preferred.SPECIALREQUIREMENTSNone.LOSS OF LICENSURE OR CERTIFICATIONNone.SSM Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex

Keywords: SSM Health, Dubuque , HME Specialist - Customer Service ($1,125 Bonus Eligible), Hospitality & Tourism , Madison, Iowa