[Hiring] HME Customer Care Representative @Banner Health

Role Description

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–5:30 PM

Qualifications

• High school diploma/GED or equivalent working knowledge.
• Requires literacy and basic math skills.
• Working knowledge of medical terminology and familiarity with hospital operations.
• Excellent organizational and interpersonal skills.
• Proficient with commonly used office software products and ability to learn new software applications.

Requirements

• Handles incoming requests for referrals for new orders and refills.
• Receives and verifies requests and referrals, initiates insurance verification, and gathers necessary information for pre-certifications, authorizations, and certificates of medical necessity.
• Provides ongoing follow-up of requests up to, and following, patient discharge.
• Builds equipment orders using information in patient medical records to coordinate patient services.
• Reviews and offers 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 the computer system and records insurance information and authorization requirements and notes.
• 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.
• Extensive interaction with internal departments and external sources to coordinate patient services.
• Familiar with products and services offered in the surrounding community as well as within the company.

Benefits

• 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 based on the circumstances at the time of posting.
• Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location.

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