Customer Service Rep, Durable Medical Equipment at Mercyhealth Wisconsin and Illinois in Mercyhealth Mall Clinic - Janesville, WI
- Company: Mercyhealth Wisconsin and Illinois
- Location: Mercyhealth Mall Clinic - Janesville, WI
- Posted: Sep 23, 2026
- Type: Full-time
- Salary: $15.00 - $27.20
- Experience: 1+ years
Overview
Manages phone calls from patients and referral sources. Responsible for intake of referral orders from phone calls, Epic and faxes, using departmental procedures. Performs insurance verification on each order to assess coverage, documentation and prior authorization needs.
Responsibilities
- Manages phone calls from patients and referral sources.
- Responsible for intake of referral orders from phone calls, Epic and faxes, using departmental procedures.
- Performs insurance verification on each order to assess coverage, documentation and prior authorization needs.
- Obtains and reviews clinic notes, progress notes, orders, demographics, face-to-face and medical justification documentation from referrals to meet documentation expectations for Mercy Assisted Care per Federal, State and payer requirements.
- Maintains current knowledge of relevant documentation requirements for products provided by Mercy Assisted Care.
- Processes and submits prior authorizations for insurance approval of equipment rental or purchase.
- Responsible for entering accurate work order information, selecting appropriate supplies and/or equipment and delivery method for a seamless delivery. Maintains assigned Operator Tasks to ensure timely follow up with tasks.
- Schedules repairs for on-site repair technician.
- Reviews and obtains valid prescriptions through the Rx workflow.
- Reviews, routes and processes faxes through the fax workflow.
- Problem solves a wide range of customer issues and complaints, appropriately referring issues outside their scope of practice.
- Works with MAC purchasing department to subcontract orders from outside vendors for Mercy system patients.
- Must be able to select appropriate products given patient's medical need, life style and overall condition. Familiar with contraindication of all products and liability issues for MAC.
- Acts as liaison between Mercy Assisted Care and key internal and external customers/ referral sources.
- Responsible for maintaining and working the auto reorder program for supplies
- Maintain up-to-date, accurate information regarding equipment to meet accreditation and regulatory requirements.
- Verify patient's demographic/insurance (payer) information to ensure accurate input to billing for reimbursement.
- Monitor reports for timely renewals of prescriptions, prior authorizations, rentals and missing information.
- Responsible for absorbing and applying information provided in Customer Service Huddles, Customer Service meetings and MAC all staff meetings.
Requirements
- High school diploma or equivalent; or 1 year's related experience and/or training; or equivalent combination of education and experience.
Skills
Required
- Problem solving
- Customer service
- Communication
- Liaison
- Attention to detail
- Epic
- Fax workflow
- Rx workflow
- Insurance verification
- Prior authorization
- Documentation
Benefits
- Mercyhealth offers competitive pay and a comprehensive benefits package including:
- Medical, Dental, Vision
- Life & Disability Insurance
- FSA/HSA Options
- Generous, accruing paid time off
- Paid Parental and caregiver leave
- Career advancement and educational opportunities
- Tuition and certification reimbursement
- Certification Reimbursement
- Well-being Programs
- Employee Discounts
- On-Demand Pay
- Financial Education
- Annual recognition/awards events
- Partner appreciation days
- Family entertainment/attractions discount
- Community service/improvement opportunities
- Click here for more details regarding Mercyhealth Careers Benefit Information.
- $15.00 - $27.20
About Mercyhealth Wisconsin and Illinois
At Mercyhealth, we don’t simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin. Mercyhealth has been nationally recognized for our commitment to our people and culture, including: #1 in the nation on AARP's Best Employers for Workers Over 50 One of Working Mother magazine's 100 Best Companies for Working Mothers A Top 50 Company and Top 10 Nonprofit for Executive Women For over 135 years, Mercyhealth has provided high-quality health care to residents throughout northern Illinois and southern Wisconsin. We have a passion for providing comprehensive health care close to home for area residents through our six hospitals and 85 primary and specialty care locations. As an integrated health system, you can come to us for routine health care, like annual physicals, immunizations and preventive health screenings, as well as highly specialized care, such as neonatal intensive care, heart surgery, stroke care, neurosurgery, cancer treatment and much more. The range of Mercyhealth's specialties and the skills of our doctors, nurses and clinical staff are truly extraordinary.