Patient Services Representative

AdaptHealth•Murray, KY

11d

About The Position

Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles a variety of call types while representing the company's commitment to quality, compassion, and support.

Requirements

High school diploma or equivalent required.
One (1) year of work-related experience (Level I).
One (1) year of work-related experience plus Two (2) years exact job experience (Level II).
One (1) year of work-related experience plus Four (4) years exact job experience (Lead Level).
Customer Service & Communication: 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.
Technical Proficiency: 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.
Professional Attributes: 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.
Compliance & Confidentiality: 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.

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.
Understanding of healthcare documentation requirements.

Responsibilities

Answers calls and emails in a 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 the database system.
Resolves customer complaints with a 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 a resource to Level 1 representatives for knowledge sharing and skill development.
Serves as a subject matter expert and primary resource for the 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.