Customer Service Specialist

ActivStyle•Brevard, NC

6d•Onsite

About The Position

ActivStyle is seeking a Customer Service Specialist for their Brevard, NC office. This role involves being a trusted resource for clients, assisting them with obtaining home-delivered medical supplies such as incontinence and urological products. The ideal candidate enjoys building connections, solving problems, and making a difference in people's lives. The Customer Service Specialist is responsible for understanding the entire front-end process to ensure successful patient service in a fast-paced environment, handling inbound and outbound calls, obtaining and verifying information, creating orders, scheduling equipment delivery, and educating patients on financial responsibilities.

Requirements

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
Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to work independently as well as follow detailed directives
Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
Computer skills including knowledge of Microsoft Office applications
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.
Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or home medical supplies environment that routinely bills insurance.

Nice To Haves

General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.

Responsibilities

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.
Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required.
Navigate through multiple online EMR systems to obtain applicable documentation.
Enter and review all pertinent information in EMR system including authorizations and expiration dates.
Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies.
Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered.
Contact 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.
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.
Develop and maintain working knowledge of current HME products and services offered by the company.
Maintain patient confidentiality and function within the guidelines of HIPAA.
Completes assigned compliance training and other educational programs as required.
Maintains compliant with ActivStyle’s Compliance Program.
Assist operations with on-call responsibilities as needed during non-business hours in accordance with company policy.
Depending on the geographic territory and size of the branch location, may require assisting operations with deliveries.
Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control and hazardous materials handling.
Perform other related duties as assigned.