Customer Service Specialist

AdaptHealth, LLC•Phoenixville, PA

About The Position

AdaptHealth Opportunity – Apply Today! At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients’ lives, please click to apply, we would love to hear from you. Customer Service Specialist Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialists works in a fast-paced environment making outbound calls. May be responsible for obtaining, analyze, and verify the accuracy of information received from referrals, create orders, and or schedule the patient to receive equipment as ordered by their doctor. Customer Service Specialists should educate Patients of their financial responsibility when applicable.

Requirements

High School Diploma or equivalent
One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
Senior level requires two (2) years of work-related experience and one (1) year of exact job experience.
Exact job experience is considered any of the above tasks in a Medicare certified.
Excellent customer service skills
Analytical and problem-solving skills with attention to detail
Decision Making
Excellent ability to communicate both verbally and in writing
Ability to prioritize and manage multiple tasks
Proficient computer skills and knowledge of Microsoft Office
Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
Work well independently and as part of a group
Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team

Responsibilities

Effectively working through a high volume of outbound calls in a fast-paced environment
Develop and maintain working knowledge of current products and services offered by the company
Answer all calls and emails in a timely manner, in adherence to their goals
Document all call information according to standard operating procedures
Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
Process orders, route calls to appropriate resource, and follow up on customer calls where necessary
Review all required documentation to ensure accuracy
Accurately process, verify, and/or submit documentation and orders
Complete insurance verification to determine patient’s eligibility, coverage, co-insurances, and deductibles
Must be able to navigate through multiple online EMR systems to obtain applicable documentation
Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
Meet quality assurance requirements and other key performance metrics
Facilitate resolution on customer complaints and problem solving
Pays attention to detail and has great organizational skills
Actively listens to patients and handle stressful situations with compassion and empathy
Flexible with the actual work and the hours of operation
Utilize company provided tools to maintain quality. Some tools may include but are not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and “How-To” documents