Customer Service Rep, Older Adult Care - FT

Customer Service Rep, Older Adult Care

• Rockford, Illinois
• Full-time, Benefits Eligible
• 40 hours/week, Monday-Friday Schedule

• We offer a comprehensive benefits package that includes health and dental insurance, tuition reimbursement, retirement plan with a competitive matching contribution and paid time off. Mercyhealth offers several education assistance programs to support employees in their career advancement. Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.

The Customer Service Representative supports the Older Adult Care Department at Mercyhealth at Home by handling calls, walk-ins, and referrals for the Community Care Program and Adult Protective Services under the guideliens of the Illinois Department on Aging (IDOA). This role serves as a liaison between clients, families, and providers, while managing client records, processing files, and entering data into the Illinois Department on Aging system for billing and documentation.

Essential Duties and Responsibilities:

• Answer phones professionally, direct calls, and handle client inquiries with appropriate follow-up.

• Complete detailed client intakes for Community Care and Adult Protective Services programs.

• Assist walk-in clients and maintain strict confidentiality of client information.

• Enter client data into IDoA systems for referrals, assessments, and reports.

The CSR will be responsible for one or more of the following duties as assigned:

• Billing: Submit and review billing for assessments; correct billing errors.

• Choices for Care: Process nursing home prescreens, verifications, and billing documentation.

• Reporting: Generate monthly assessment reports, assign critical events, and upload documents to IDoA.

• File Maintenance: Ensure timely faxing, filing, and archiving of client paperwork and maintain tracking spreadsheets.

• Supplies Management: Prepare assessment packets, order forms and office supplies.

• Quality Assurance: Review files for accuracy, support new staff training, assist supervisor with admin tasks, and secure records daily.

• Attend all required staff meetings and complete annual training for IDoA and Mercyhealth.

Requirements:

High School diploma or equivalent with 5 years customer service experience required

OR

Associates degree and 2 years customer service experience required.