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Trinity Health Customer Service Rep- Home Medical Equipment - FT - Days in Dubuque, Iowa

Employment Type:

Full time


Day Shift


Position Hours: Monday - Friday 8:30 am- 5:00pm


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.


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, Clinton and surrounding areas providing more than 300 licensed beds. MercyOne Eastern Iowa operates four medical centers in Dubuque, Elkader, Dyersville and Clinton. Our facility in Clinton has branches in Fulton ( specializing in family medicine and Savanna Home Health & Hospice Care based in Illinois.

  • MercyOne Dubuque Medical Center (

  • MercyOne Dyersville Medical Center

  • 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 to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is 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, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran