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Munson Medical Center Customer Service Rep HC in Traverse City, Michigan


High school graduate, associates degree in business preferred

Prior customer service experience required. Experience in healthcare, specifically durable medical equipment preferred.

Experience with Home Medical Equipment covered by all principle insurance companies including Medicare, Medicaid desirable.

Proven ability to function as a polite and cooperative team member with a desire to help others

Proven computer literacy and ability to learn a number of computer programs.

Demonstrates excellent oral and written communication skills.

Proven ability to work independently with minimal supervision while handling multiple tasks with numerous interruptions.

Successfully maintains customer confidentiality and adheres to HIPAA regulations in relation to customers PHI at all times.

Demonstrates working knowledge of medical terminology.

Meets MHH established requirements for proof of health status. Physically able to lift 35 pounds. Demonstrates ability utilize good body mechanics or lifting techniques to avoid manipulating more than 35 pounds.

Meets Home Health and Medicare standards as evidenced by criminal background check and fingerprinting.


  1. Supports the Mission, Vision and Values of Munson Home Health.

  2. Embraces and supports the Performance Improvement philosophy of Munson Healthcare.

  3. Promotes personal and patient safety.

  4. Uses effective customer service/interpersonal skills at all times.

  5. Contributes to the team orientation of the Home Medical Equipment area and is responsible for proper communication with all department members and other departments.

  6. Assists walk-in customers with retail sales and orders and be knowledgeable of supplies, prices and reimbursement. Assists in maintaining showroom inventory and presenting a well-organized retail area.

  7. Collects payments from customers and balances cash box daily and assists with bank deposit preparation.

  8. Answers incoming phone calls, logs the calls. Takes customer orders and keys order into computer as appropriate. Responds to customer questions and concerns.

  9. Obtains insurance information and verify according to company guidelines and prepares appropriate documentation for billing.

  10. Keys all documentation into the computer; verify all information for completeness and accuracy.

  11. Communicates with Branch Coordinator and Technicians to inform them of any deliveries that need to be scheduled.

  12. Schedules sleep therapy patients when needed.

  13. Assists customers with cylinder exchanges in the office when necessary.

  14. Maintains office supply inventory, including copying forms.

  15. Understands and follow Munson Home Health code of conduct concerning applicable laws, and ethical business standards.

  16. Demonstrates timeliness, courtesy, sincerity, and patience when dealing with customers and employees. Promotes the company in a positive and professional manner.

  17. Performs other duties as deemed appropriate by management.