UnityPoint at Home

Customer Service/Retail Sales Representative

Monday-Friday 8:30AM-5:00PM

Full-time + Benefits

UnityPoint at Home provides a comprehensive selection of home medical equipment, products, services and related education. Our trained staff and 24-hour availability make us the perfect choice for your home medical needs. We are more than just equipment, our comprehensive home medical equipment care includes:

Patient Assessment: Our highly trained professional staff will assist your physician or other health care provider in the development of a personalized plan of care that is continually updated to ensure the best patient outcome.

Patient/Caregiver Training: A comprehensive training program is conducted with each patient to ensure they understand their plan of care, how to use each piece of equipment and who to contact in case of an emergency.

Service and Maintenance: Our repair and service technicians are dedicated to providing high quality service and repair. We provide 24-hour on-call emergency assistance, complete repair and maintenance of all equipment, discharge planning consultation, product education, equipment follow-up and sales/rental options on most equipment.

Delivery and On-Site Billing: Equipment delivery and setup is just part of the comprehensive service we offer our patients. Proper equipment setup ensures your safety and satisfaction.

For your convenience, UnityPoint Home Care can handle all your Medicare and insurance billing. Our on-site billing means questions can be handled locally by a team that works directly with our delivery technicians.

Home Medical Equipment Retail Centers: We offer several retail locations where customers and their families can conveniently purchase or rent equipment. Each center is staffed with specially-trained professionals ready to talk with patients about their specific equipment needs.

Why UnityPoint Health?

• Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
• Benefits – Our competitive Total Rewards program offers benefits options like 401K match, paid time off and education assistance that align with your needs and priorities, no matter what life stage you’re in.
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

RESPONSIBILITIES:

• Responsible for creating a culture of collaboration, innovation, learning, teamwork and professional practice, consistent with the mission, vision and values of the company.
• Establish effective mechanisms of communication with staff, providers, customers and the management team to foster an environment of openness, trust, teamwork and staff development.
• Continuously review HME store operations, equipment, supply and rental needs and assignment of responsibilities to ensure customers and organizational service needs are met.
• Communicate with management regularly to review service issues and opportunities for improvement to ensure the delivery of high quality service to all internal and external customers.
• Actively promote HME store sales and rentals to all identified customers to ensure continuous growth and profitability
• Provide troubleshooting assistance to staff for equipment, supply and rental issues
• Maintain current information on products, insurance changes, reimbursement trends and other market trends that may affect store profitability.
• Reviews daily and monthly reports verifying all financial transactions, balancing charges and payments for Point of Sale transactions.
• Assists in the provision of quality equipment and supplies to patients/clients in a cost-effective manner.
• Delivers and sets up or picks-up equipment to/from storefront and hospital.
• Maintains a detailed audit trail of all equipment transactions that have been received, delivered or disposed.
• Maintains familiarity with the functionality of all lines of medical equipment for which training has been received.
• Instructs patient/family/caregiver in the use of medical equipment.
• Receives orders, restocks and maintains storefront and assists with preparing equipment for delivery.
• Greets clients providing courteous, caring and professional assistance.
• Provides assistance to customers in a manner that ensures high levels of customer satisfaction.
• Coordinate incoming calls and direct inquiries and referrals to the appropriate individual.
• Process all incoming work orders, interviewing client to secure demographic and financial data and securing authorization.
• Inform client of insurance coverage and responsibilities for payment of services not paid by third party payers.
• Initiate and coordinate prior authorization requests to third party payers and maintain a working knowledge of third party payer guidelines.
• Facilitate equipment/supply inquiries or questions with accurate and timely resolution.
• Maintain regular and consistent attendance at work.
• Behave in a manner consistent with Mission, Vision, Values and Expectations for Excellence.
• Maintain compliance with OSHA, Accreditation Standards and Risk Management guidelines.
• Maintain compliance with Personnel policies and procedures.
• Behave in a manner consistent with all Corporate Compliance policies and procedures.
• Perform other duties as requested by management to facilitate the smooth and effective operations of the office.
• Meets measures as determined and required for job productivity and performance improvement.
• Employee is responsible for completion of communication tasks and activities in a timely manner. This would include, but is not limited to: responding to email, voicemail or telephone messages, promptly, accurately, and professionally; attending staff meetings as scheduled or viewing videotapes of those meetings; asking questions of team members and supervisors when needing clarification about various day-to-day issues or patient needs; and reviewing employee communication pieces, to stay aware of UnityPoint at Home programs and initiatives.

REQUIREMENTS:

• High School or Vocational School graduate or an equivalent combination of education and experience.
• Ability to work as a collaborative team member.
• Read, speak and write fluent English and perform simple arithmetic computations.
• Ability to understand and apply guidelines, policies and procedures.
• Strong verbal and written communication skills.
• Ability to take initiative and exercise independent judgment, decision making and problem solving expertise.
• Knowledge of personnel administration and customer relation principles.