Customer Service Rep FT Days **MercyOne** 1 Positions ID: TRHEUS00600263MERCYO Posted On 07/15/2025 **Job Overview** **Employment Type:** Full time **Shift:** Day Shift **Description:** Monday - Friday 8:30 am- 5:00pm in the Home Medical Equipment Store **POSITION PURPOSE:** Responsible for performing all processes related to Home Medical Equipment (HME) referrals including obtaining all necessary patient and prescription information, verification of insurance benefits, ensuring receipt of required documentation, entry of patient information and order information into the Brightree system, communication of delivery/pickup arrangements and financial responsibility, as well as, other general office duties as assigned. Responds to HME customer inquiries/concerns and performs research and follow-up in a timely, professional manner. **Details:** **Your best life. Our one purpose.** At MercyOne, we own our actions to achieve our larger goals. We invest in great people and ask that you make each experience your responsibility. **What we offer:** We care about your well-being, both physical and mental, which is why our benefit package includes: + Wellness programs + Education reimbursement + Personalized health insurance plans including dental and vision + Paid time off + Long- and short-term leave + Retirement planning + Life insurance coverage **What you will do:** + Adheres to the principles of caring and expected behaviors outlined in MercyOne Medical Center's Model of Caring and Trinity Health's Code of Conduct, fostering a climate where all customers are treated in a manner consistent with MercyOne Medical Center's Mission and Values. + Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior. + Performs other duties consistent with purpose of job as directed. + Receives and processes inquiries and referrals from internal and external sources for products/services provided by MercyOne Dubuque Home Medical Equipment utilizing appropriate policies, guidelines and standards. + Provides pricing information, confirms medical criteria for equipment and investigates other equipment and supply needs with the referral source. + Performs reimbursement procedures related to HME such as insurance verification, obtaining physician orders and necessary documentation, etc. in a timely and accurate manner. + Assures all information is complete and accurate. Generates and enters order information into Brightree. + Ensures compliance with regulatory bodies such as CMS, The Joint Commission and others. + Researches and responds to questions/concerns from customers and/or referral sources related to HME equipment. + Assists MercyOne Dubuque Home Medical Equipment management to meet targeted operational benchmarks and quality indicators. + Participates in orienting, educating, and mentoring staff as necessary and requested. + Excellent verbal and written communication skills. + Ability to work with people in a professional, positive manner and positively promote Home Medical Equipment. Excellent interpersonal skills. + Effective computer skills. + Ability to work and make decisions and problem solve independently. + Responsive to the needs of internal/external customers and promotes customer satisfaction. + Adheres to the MercyOne Dubuque Medical Center Citizenship Standards and Service Excellence Standards. + Ability to perform effectively under stressful situations with frequent interruptions to meet deadlines in a timely manner and with accuracy. + Able to organize, prioritize and function in a fast-paced environment. **What we are looking for:** + High school or equivalent graduate. + 1-2 years experience in a customer service and/or office area preferred. + Prefer background in home medical equipment or other related medical/health field. + Prefer background/experience in medical equipment, HME reimbursement/coverage and regulatory standards. + Medical terminology background preferred. **MercyOne Eastern Iowa** provides exceptional, personalized care to Dubuque, Dyersville, Elkader and surrounding areas. MercyOne Eastern Iowa operates four medical centers in Dubuque, Elkader, Dyersville and Clinton. + MercyOne Dubuque Medical Center (https://www.mercyone.org/dubuque/find-a-location/) + MercyOne Dyersville Medical Center + MercyOne Elkader Medical Center (https://www.mercyone.org/location/mercyone-elkader-medical-center) + MercyOne Clinton Medical Center With a history dating back more than 130 years, MercyOne Eastern Iowa has grown through expansions, acquisitions and consolidations to help provide exceptional, personalized care to our communities. Our four medical centers employ over 2,000 colleagues and medical staff improving access and creating an even higher level of care coordination to benefit patients and communities throughout the region. **Our Mission:** We, Trinity Health, serve together in the spirit of the gospel, as a compassionate and transforming healing presence within our communities. **Our Core Values:** + Reverence + Commitment to Those Who are Poor + Safety + Justice + Stewardship + Integrity **Our Vision:** + We will be the most trusted health partner for life. **Our Actions:** **As a Trinity Health colleague, I will:** + Listen to understand. + Learn continuously. + Keep it simple. + Create solutions. + Deliver outstanding service. + Own and speak up for safety + Expect, embrace and initiate change. + Demonstrate exceptional teamwork. + Trust and assume good intentions. + Hold myself and others accountable for results. + Communicate directly with respect and honesty. + Serve every person with empathy, dignity and compassion. + Champion diversity, equity and inclusion. **Our Promise:** + We Listen. + We Partner. + We Make it Easy. MercyOne Dubuque Medical Center and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, physical disability or any other classification protected under local, state or federal law. **Our Commitment to Diversity and Inclusion** **Our Commitment** Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Primary Contact 1682448195899 Jessica Schleuning Talent Acquisition Partners, Human Resources 563-589-9671 Phone Phone Phone 563-589-9673 Fax jessica.schleuning@mercyhealth.com Email True True True **Job Details** Categories Health Care Location Dubuque, IA Job Type Employee Full/Part Full Time Company ID 1154 Job REQ # TRHEUS00600263MERCYONEENUS \# Positions 1 Start Date 20250715 End Date 20250816 Featured Job TH Ad TH Comments **Similar Jobs** Housekeeper EVS FT Days MercyOne Customer Service Representative Cottingham & Butler/ SISCO Supervisor Cardiac Services UnityPoint Health Finley Hospital Patient Access Representative Southwest Health Client Service Representative Cottingham & Butler/ SISCO Sales Leader - Benefits Wholesale Services Cottingham & Butler/ SISCO Phlebotomist Lab FT Days MercyOne CNA/Phlebotomist - FT Overnights MercyOne Licensed Mental Health Therapist (LMHC, LISW, LMFT Medical Associates Surgical Tech - FT Evenings MercyOne **Share this Job** MercyOne **About the Company** MercyOne Dubuque/Dyersville Medical Center is a not-for-profit Catholic hospital serving the tri-state area of Iowa, Illinois and Wisconsin since 1879. MercyOne – Dubuque has 263 beds while MercyOne – Dyersville is a critical access hospital with 25 beds and a 40-bed nursing home. MercyOne offers a full range of acute care services, including invasive cardiology and open-heart surgery, Level II trauma center, Level II regional neonatal intensive care unit, general and orthopedic surgery, psychiatric services and inpatient physical rehabilitation. MercyOne also operates two hospital-based skilled nursing units, extensive outpatient rehabilitation services, home health care, retail pharmacy and a wide range of outpatient, community and business services. MercyOne’s 1,500 full- and part-time employees and medical staff of 230 care for more than 56,000 inpatients and outpatients each year. The hospital is accredited by The Joint Commission and achieved Magnet designation, the gold standard of patient care, in 2004 and was redesignated a Magnet hospital for the fourth time in 2019. MercyOne Dubuque/Dyersville Medical Center is a ministry organization of Trinity Health based in Novi, Michigan. MercyOne is an organization that values and encourages diversity. To learn more about MercyOne and opportunities for employment, please see the postings listed on this site or visit our website mercyone.org.