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Carle Foundation Hospital CMS Customer Service Flex in Urbana, Illinois

CMS Customer Service Flex

  • Department: CMS - Urbana

  • Entity: Carle

  • Job Category: Customer Service

  • Employment Type: Not Indicated

  • Job ID: 18553

  • Experience Required: None

  • Education Required: Not Indicated

  • Shift: Day

  • Location: Urbana, IL

  • Usual Schedule: m-f 8:30-5:00

  • On Call Requirements: every 3 weeks

  • Work Location: Carle Champaign on Apollo

  • Weekend Requirements: only when on call

  • Holiday Requirements: only when on call

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    Position Summary:

    The Carle Medical Supply Customer Service Flex provides retail and home delivery service to the customers of Carle Medical Supply. Represents CMS as a leader in home medical equipment products and services through equipment education to customers to enhance the growth and development of Carle Medical Supply. This position has on-call rotation.


    EDUCATIONAL REQUIREMENTS Associate's degree preferred. CERTIFICATION & LICENSURE REQUIREMENTS Driver's License EXPERIENCE REQUIREMENTS One (1) year experience Customer Service Home Delivery. One (1) year of experience in customer service or home delivery. OTHER REQUIREMENTS Must have good customer service and interpersonal communication skills. Strong computer skills. Good written and oral communication. Independently motivated and able to work with little supervision. Must have a good driving record.

    Essential Functions:

  • Deliver and set-up equipment and supplies and provide efficient and effective instructions to clients being discharged from hospitals, nursing homes, and other medical care facilities. Collect appropriate signatures and authorizations from customer.

  • Completes documentation per regulatory requirements and/or department policy.

  • Provides equipment repair services as authorized and qualified. Maintains accurate repair reports for all equipment repairs.

  • Accurately prepare service orders for delivery/pick-up.

  • Responsible for assigned vehicle, including daily pre-trip inspection, schedule for routine preventive maintenance service, appearance and cleanliness, and basic on-board stock.

  • Completes all patient assessment and concentrator checks in a timely manner, letting immediate supervisor know if they cannot contact a patient.

  • Ensures warehouse is clean, organized, and meets all regulatory standards and regulations.

  • Answer telephone, take and deliver messages according to department communication standards.

  • Assist with coordination of delivery, set-up, and pick-up of equipment, supplies, and services with the service technicians.

  • Maintains an advanced understanding of third party payor guidelines, especially Medicare B.

  • Prepare and submit all paperwork and reports as required by Carle Medical Supply policy.

  • Resolves Customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.

  • Suggest, develop, and promote new products or services of benefit to Carle Medical Supply customers.

  • Verify insurance coverage and communicate to patients their financial responsibility if any.

  • Responsible for maintaining patient assessment files per regulatory requirements and ensuring that they are completed in a timely manner. Keeps management informed of customers who cannot be reached.

  • Works with provider offices to ensure a good working relationship by providing education and presentations with provider offices and nursing departments on insurance rules and regulations.

  • Cleans and stores rental equipment.

  • Orders and maintains no more than a 30-day supply of parts for rental equipment via the transfer form.

  • Assists materials management coordinator with warehouse functions as requested, such as receiving, stocking, and shipping.

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.