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 and processes all incoming orders and referrals for new CPAP patient setups via phone call, walk-in, and fax. Processes transfer patients from other durable medical equipment companies for CPAP supplies and equipment. Verifies the patient qualifies clinically for the equipment, checks insurance and completes insurance authorizations online or via fax. Communicates clearly to patients and families regarding the status of their orders. Works in conjunction with the Respiratory Therapists to ensure the patients order is processed in a timely manner. **Essential Duties and Responsibilities** Receives telephone and orders via fax for medical equipment and/or supplies from patients, healthcare professionals including but not limited to physicians, doctor's offices, sleep centers, pulmonary offices, and hospitals. Must converse using appropriate medical terminology and with a helpful caring nature. Completes all necessary paperwork processes, data entry, to ensure accurate and timely delivery of medical equipment/supplies to patients. Works as part of a team to meet these expectations. Receives questions/inquiries via telephone 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. Reviews and ensures completeness of all charts before they are sent to Respiratory Therapists to check double check the chart prior to setup of the patient's equipment. This includes qualifying sleep studies, approved authorizations, and all required forms and paperwork in file. 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 communicate with other healthcare professionals about necessary paperwork, documentation, sleep studies, and insurance requirements related to 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 recruitment@mercy.com . 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 recruitment@mercy.com