Patient Service Representative

AdaptHealth•High Point, NC

42d

About The Position

Position Summary: Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support. Essential Functions and Job Responsibilities: LEVEL 1 - Patient Service Representative Answers calls and emails in timely manner, meeting performance goals Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries Documents call information per standard operating procedures Answers questions about products, services, retail stores, and general service information Verifies insurance carriers in database system Resolves customer complaints with problem-solving approach Maintains working knowledge of current products and services Adheres to HIPAA guidelines and maintains patient confidentiality LEVEL 2 - Patient Service Representative All Level 1 duties plus: Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification Processes payments, orders, and returns Troubleshoots equipment issues and provides advanced care solutions Resolves escalated issues or hands off with clear documentation Serves as resource to Level 1 representatives for knowledge sharing and skill development LEVEL 3 - Lead, Patient Service Representative All Level 1 and 2 duties plus: Serves as subject matter expert and primary resource for team Conducts new hire training and mentors team members Handles escalated calls and complex issues with appropriate follow-up Identifies root causes of service issues and collaborates on process improvements Prepares reports for leadership and other departments Supports departmental standards and Patient Experience initiatives Assists with task coordination and ensures adherence to workflows Collaborates with supervisor on performance metrics and service excellence

Requirements

High school diploma or equivalent required
One (1) year of work-related experience
Deliver exceptional customer service with empathy, patience, and professionalism
Demonstrate active listening and clear verbal/written communication skills
Effectively address patient needs, concerns, and inquiries
Strong problem-solving and analytical thinking abilities
High attention to detail in documentation and data verification
Proficient in computers, Microsoft Office, and database systems
Excellent multitasking and prioritization in fast-paced environments
High emotional intelligence to handle stressful situations with compassion
Adaptable and flexible with changing processes and technologies
Self-motivated with ability to work independently and take initiative
Strong team collaboration and cooperative work style
Commitment to continuous learning and professional development
Strict adherence to HIPAA regulations and patient confidentiality
Full compliance with company policies and referral guidelines
Ability to sit for extended periods with prolonged computer screen exposure
Must be able to bend, stoop, stretch, stand, and move between sitting/standing positions
Perform repetitive hand, wrist, and finger motions due to extensive computer and phone use
Occasional lifting of 5-10 pounds as needed
Clear speech, hearing ability, and manual dexterity required
Maintain mental alertness to perform essential job functions
Demonstrate empathy, compassion, courtesy, and respect for patient privacy
Effective verbal and written communication skills required
Flexible scheduling to support business hours and after-hours programs as needed
Adaptability to varying work levels and office activity fluctuations

Nice To Haves

Associate's degree in healthcare administration, Business Administration, or related field preferred
Previous experience in healthcare, insurance, medical billing, or patient services preferred.
Knowledge of respiratory therapy or DME services preferred.
Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)

Responsibilities

Answers calls and emails in timely manner, meeting performance goals
Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
Documents call information per standard operating procedures
Answers questions about products, services, retail stores, and general service information
Verifies insurance carriers in database system
Resolves customer complaints with problem-solving approach
Maintains working knowledge of current products and services
Adheres to HIPAA guidelines and maintains patient confidentiality
Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
Processes payments, orders, and returns
Troubleshoots equipment issues and provides advanced care solutions
Resolves escalated issues or hands off with clear documentation
Serves as resource to Level 1 representatives for knowledge sharing and skill development
Serves as subject matter expert and primary resource for team
Conducts new hire training and mentors team members
Handles escalated calls and complex issues with appropriate follow-up
Identifies root causes of service issues and collaborates on process improvements
Prepares reports for leadership and other departments
Supports departmental standards and Patient Experience initiatives
Assists with task coordination and ensures adherence to workflows
Collaborates with supervisor on performance metrics and service excellence