Customer Service Liaison – Youngstown DME/Infusion – Home Medical Equipment

MISSION:

The mission of Mercy Health is to extend the healing ministry of Jesus by improving the health of our communities with emphasis on people who are poor and under-served.

SUMMARY OF JOB RESPONSIBILITIES:

Provides daily customer service related functions related functions to ensure delivery of services to customers. They will work collaboratively with different disciplines throughout the health care center to deliver high quality DME services. Cares for all age groups-birth and above.

QUALIFICATIONS:

• Computer skills are necessary

EDUCATION:

• One-year certificate or technical school; or one year related experience and/or training in a medical office environment, or equivalent combination or education and experience.

EXPERIENCE:

• See above
• Experience with customer service a plus

KNOWLEDGE AND SKILLS:

Knowledge and skill required performing the job responsibilities for both technical and dimensional content.

• Has broad, fairly detailed level of knowledge of a specific area.
• Gathers, organizes, verifies, composes, and/or analyzes data in the completion of several defined, multi-tasked procedures.
• Produces final output within established standards.

The degree to which judgment and analysis must be exercised in planning, investigating issues and evaluating alternative solutions to the challenges posed by the job. Deals with the nature of the decisions, the variety of problems, and how decisions are made in context of the typical requirements of the job.

• Makes decisions by reviewing defined alternatives.
• Receives assistance from standard procedures, co-workers, and/or managers.

The potential impact of actions on results of Humility of Mary Health Partners and the job’s accountability for achieving results.

• Impacts multiple work areas on a day-to-day basis.
• Provides information regularly to decision-making process.
• Has little or no responsibility for committing resources (financial or staff) in work area (s), but performs analyses and makes recommendations.

The nature and frequency of interpersonal human relations skills required by the job. The extent to which the job requires cooperation and tact in meeting or influencing others by phone, correspondence, or personal contact.

• Provides team leadership by assisting and training others.
• Responds to non-routine and detailed inquires from others who may not be knowledgeable in subject area.
• Requires understanding others expectations/perspectives to collaborate and reach consensus on solutions.

PRINCIPAL JOB ACCOUNTABILITIES:

1) Facilitates delivery of supplies/equipment through appropriate scheduling registration of patients, telephone communication and data entry.

2) Ensures appropriate flow of information related to customer service including but not limited to scheduling, greeting, and registration of patients, telephone communications and data entry.

3) Demonstrates excellent customer service skills.

4) Maintains calm under stressful situations.

5) Able to solve problems when faced with multiple demands for complex situations.

6) Maintains knowledge of products and services available through department and is able to communicate the information to customers.

7) Assemble, distribute, and file medical records appropriately.

8) Complies and assists with the maintenance of all office equipment.

9) Protects confidentiality of information.

10) Facilitates delivery of equipment when necessary.

11) Facilitates maintenance of equipment when necessary.

12) Recognizes the role of Customer Service Liaison in and outside the Mercy Health DME department.

13) Attends required staff meetings and in-services.

14) Participates in the orientation and education of new employees.

15) Maintains competencies.

16) Monthly on-call rotation.

17) Maintains the office in a clean, organized and safe place to work.

18) Performs other duties as assigned including but not limited to: Entry of store referrals, completion of crutch forms and CPM billing.

19) Has the ability to commute between facilities to provide coverage for PTO, LOA and vacancies.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and 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