Home Infusion Intake Customer Service Specialist

BHS•Lexington, KY

1d•Onsite

About The Position

The Home Infusion Intake Customer Service Specialist is responsible for handling intake requests, providing excellent customer service, and ensuring that patient information is accurately processed and communicated to the appropriate departments. This role is crucial in the onboarding of patients for home infusion services, ensuring a seamless and positive experience from the first point of contact. Baptist Health is looking for an Intake Customer Service Specialist to join our Home Infusion team at Baptist Home Care, 2100 Nicholasville Rd, Lexington, KY!

Requirements

High school diploma or equivalency required
1 year of job-related experience required
Excellent verbal and written communication skills.
Strong organizational and time management abilities.
Attention to detail and accuracy in data entry and documentation.
Ability to work in a fast-paced environment and handle multiple priorities.
Proficiency in computer software, including electronic health records systems and Microsoft office suite.
Strong customer service orientation with empathy and patience.

Nice To Haves

associate's degree preferred
healthcare experience preferred
prior discharge planning or intake experience
prior customer service experience beneficial

Responsibilities

Receive, process, and input all incoming referrals for home infusion services.
Accurately collect and verify patient demographic, insurance, and physical information.
Ensure all necessary documentation is received and complete prior to initiating services.
Coordinate with clinical and administrative teams to confirm patient eligibility and service requirements.
Maintain up to date records of intake requests and follow up on incomplete or pending referrals.
Serve as the primary point of contact for patients, families, and healthcare providers regarding home infusion service inquiries and intake.
Provide clear and timely communication to referral sources, patients, and integral teams regarding status updates.
Handle and resolve customer service issues related to the intake process in a professional and compassionate manner.
Assist in educating patients and families on home infusion services, insurance coverage, patient assistance, and expectations.
Work closely with pharmacists, nursing, and administrative staff to ensure timely and accurate initiation of care.
Act as a liaison between the intake department and other departments, promoting smooth transitions and coordination of care.
Maintain confidentiality of all patient information and adhere to proper handling of protocols for sensitive data.
Assist with audits and quality control processes related to intake documentation and procedures.