Enteral Patient Service Representative

New England Life Care•Canton, MA

1d•Remote

About The Position

New England Life Care (NELC) is a rapidly growing non-profit home infusion therapy provider serving over 70 hospital systems in Maine, New Hampshire, and Massachusetts. NELC was established by local hospitals to uphold their standards of excellence in patient care, quality, and service. The company is committed to fostering a diverse, inclusive, and authentic workplace. NELC is currently hiring full-time, remote Enteral Patient Service Representatives for residents in Maine, Massachusetts, and New Hampshire.

Requirements

Previous experience in customer service field
Excellent customer service skills
Ability to communicate effectively with patients and all levels of NELC staff
Excellent organizational skills
Knowledge / practical experience with microcomputer systems such as Microsoft Office (Word, Excel, Power Point, Outlook)
Dependability in attendance and job performance

Nice To Haves

Previous experience in healthcare field
Knowledge of HIPAA Privacy and Security regulations
Knowledge of the Joint Commission process

Responsibilities

Contacts Enteral patients at regularly scheduled intervals to review supply needs.
Documents and communicates changes in demographics, insurance, physicians, and patient’s orders in the Electronic Medical Record (EMR) and to appropriate departments.
Accurately enters delivery tickets into the EMR using Templates.
Manages all patient delivery timelines.
Communicates unexpected changes in product or supply usage to appropriate individuals (physician, home health agency, patient or care giver).
Accurately and efficiently records important service information in the EMR.
Accurately and efficiently informs other members of NELC’s billing, reimbursement, and enteral team of changes in service.
Ensures initial and ongoing assessments are timely and accurately completed and documented in EMR.
Keeps all Enteral orders on patient up to date and accurately recorded in the EMR.
Informs appropriate internal and external staff of changes in signed orders that are received from physicians.
Makes calls to patient regarding routine equipment swaps.
Accurately triages equipment issue calls to the appropriate staff member.
Communicates with nutritional support staff regarding patient’s formula or supply issues.
Provides assistance with follow up activities as required by nutritional staff.
Assures patient compliance with payer regulations (i.e., Medicaid) regarding use of approved supplies and product formula and by appropriate documentation in the EMR.
Makes Enteral Supply calls to patients following NELC guidelines.
Appropriately triages clinical nutrition questions and concerns to the appropriate staff member for assessment or follow up by Registered Dietitian.
Follows NELC policies and procedures in the normal conduction of company business.
Assures that professional practice complies with state and federal regulations including, but not limited to the HIPAA Privacy and Security regulations and NELC’s Corporate Compliance Program.
Ensures that confidentiality of patient information is maintained in accordance with state and HIPAA Privacy and Security regulations.