Patient Services Representative

AdaptHealth • Murray, KY

12d • Onsite

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. This role has three levels: Level 1 focuses on standard call types and basic inquiries. Level 2 handles advanced call types, processes payments and orders, troubleshoots equipment, and serves as a resource for Level 1 representatives. Level 3, the Lead, acts as a subject matter expert, conducts training, mentors the team, handles escalated and complex issues, and collaborates on process improvements.

Requirements

• High school diploma or equivalent required.
• One (1) year of work-related experience (for Level I).
• One (1) year of work-related experience plus Two (2) years exact job experience (for Level II).
• One (1) year of work-related experience plus Four (4) years exact job experience (for 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 a 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED