Customer Care Representative

About the role

• Department Name: Admin-HME
• Work Shift: Day
• Job Category: Administrative Services

Do you find satisfaction in bringing order to complexity-turning scattered details into seamless outcomes? As a HME Customer Care Representative at Banner Health, you won't just process requests-you'll be the driving force that ensures patients receive the right medical equipment at the right time. Every day, you'll bridge the gap between patients, providers, insurers, and clinical teams, transforming a maze of authorizations, pre-certifications, and insurance verifications into a clear, coordinated path forward.

This role is built for someone who thinks three steps ahead. You'll build and manage equipment orders with precision, identify smart product alternatives that enhance patient outcomes, and partner with dispatch and clinical staff to set expectations that actually hold. Your fluency in medical terminology isn't just a checkbox-it's the language you'll use to advocate, problem-solve, and deliver results when timing matters most.

If you're someone who measures a great day by how many people you helped get what they needed-and how smoothly you made it happen-Banner Health is where your skills create real impact.

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

Position Summary

This position is responsible for providing customers and referrals support and information to support orders and request. This position is responsible for accurate and thorough processing of order request through verification while meeting time sensitive expectations.

Core Functions

• Handles incoming requests for referrals for new orders and refills. Receives and verifies requests and referrals, initiates insurance verification and gathers all information necessary for pre-certifications, authorizations, and certificates of medical necessity. Provides on-going follow-up of requests up to, and following, patient discharge.
• Builds equipment order using information in patient medical record to coordinate patient services. Ability to review and offer alternate product support and suggestions to improve patient care and quality outcomes.
• Provides verbal and written instructions to patients, families, and coordinating resources regarding provision of products and services, reimbursement and patient financial responsibility.
• Performs data entry of patient intake information into computer system and records insurance information and authorization requirements and notes in the computer system.
• Coordinates delivery of requested services and referrals as appropriate. Coordinates with dispatch, warehouse and clinical staff to ensure product availability and sets delivery expectations with patients and providers.
• Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff. Assists in the maintenance and communication of changing payer and referral source information specific to coordination of patient needs.
• Incumbents in this position have extensive interaction with internal departments and external sources to coordinate patient services. Must be familiar with products and services offered in the surrounding community as well as within the company. The position does not develop or manage a budget.

Minimum Qualifications

• High school diploma/GED or equivalent working knowledge. Requires literacy and basic math skills.
• Must have a working knowledge of medical terminology and have familiarity with hospital operations. Must possess excellent organizational and interpersonal skills.
• Must be proficient with commonly use office software products and possess the ability to learn new software applications.

Preferred Qualifications

• Previous experience in a healthcare setting preferred.
• Additional related education and/or experience preferred.

Estimated Pay Range

$18.38 - $27.56 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package.

Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.