Customer Service Representative - Healthcare

Palmetto Infusion Careers•Birmingham, AL

3h•Onsite

About The Position

Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life. At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers. For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities. Patient Services Coordinators are the point of contact for patients, vendors and providers, seeking solutions to their questions, challenges, or concerns. This role is heavily focused on coordinating infusion clinic scheduling for patients. This includes reviewing patient ambulation, medical clearance requirements, lab results, frequency of therapy, wash-out periods, and additional patient needs. Schedule: Monday – Friday; 8:00 AM – 5:00 PM.

Requirements

High School Diploma or Equivalent.
1 year of experience in scheduling and customer service.
Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
Ability to cope with ambiguous, changing environment while under pressure in a calm.
Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion

Responsibilities

Schedules initial patient appointments, reviews patients for ambulation, lab results, wash-out periods, pre-meds, clearance requirements and additional patient needs.
Manages ongoing patient scheduling, including rescheduling patients as needed and following up on missed appointments.
Adapts strategies to effectively manage caseloads and workflow queues, ensuring consistency of outcomes across all patients.
Monitors patient frequency of therapy, modifying appointments ensuring adherence and compliance.
Conducts outbound calls to patients to set up initial patient appointments, coordinates changes in schedules, and follows up on open action items.
Interprets physician orders, plans of treatment and other medical records necessary for patient on-boarding and retention.
Coordinates with internal and external business partners to seek solutions and overcome barriers for patient care.
Obtains medical records from providers for Insurance Case Managers to support authorization requirements as needed.
Reviews REMS enrollment, taking corrective measures to re-initiate authorizations as needed.
Triages incoming calls, utilizing extensive knowledge in pharmacy, patient services, and clinical services workflows to ensure the caller's needs are met.
Assists the Patient Access Coordinators with performing new patient welcome calls as needed.
Verifies patient appointments with referral sources, and patient assistance programs.
Performs other related job duties as assigned.