Customer Care Representative

Banner Health•Phoenix, AZ

1d•Hybrid

About The Position

Banner Home Medical Equipment is one of the top providers in Maricopa County, and have expanded to Pima County market in 2019. Services we provide are Respiratory, Sleep and Ventilation services, Photo Therapy, Negative Wound Pressure Therapy, Orthotic and Prosthetics, Durable Medical Equipment, Enteral Nutrition, Ostomy, and Wound Care Supplies. We service over 100,000 customers each year and anticipate additional growth in the coming year. We are accredited by The Compliance Team and have consistently achieved three year certifications for all lines of service. We are also recognized by The Compliance Team as an exemplary provider! Join a fast growing post-acute services agency in AZ! As a Customer Care/Referral Intake Rep. at Banner Home Medical Equipment, will be working in a centralized call center team environment which is located in Peoria, AZ. This is an opportunity to explore career growth at Banner Home Medical Equipment (HME) which is part of the Banner Post-Acute Services agency! You will act as a liaison between local patient care services, physicians, hospitals, third party payers, and other community agencies to provide quality patient care! This is a full time position Monday - Friday 8am - 5pm. Hybrid position. 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.