Patient Support Representative (REMOTE/Full Time)

Aveanna Healthcare•Oklahoma City, OK

30d•$19•Remote

About The Position

The Patient Support Representative handles inbound calls from our patients and their family members, providing information and responding to their inquiries with patience, empathy, and efficiency. The Patient Support Representative is responsible for accurate and detailed database entry based on complete information collected and updated on a regular basis. This is a remote position that demands strong organizational and communication skills, attention to detail, and dedication to delivering outstanding patient support.

Requirements

Minimum Education: High school diploma or GED
Minimum Experience: Two years in a related administrative/customer service role or high-volume inbound call center; healthcare or medical office and 6 months working with healthcare insurance.
Proficient in Microsoft Office Suite (Outlook, Word, Excel).
Self-starter with high integrity and respect for confidentiality.
Effective judgment and sensitivity to changing needs and situations.
Strong organizational skills and attention to detail.
Strong sense of urgency and ability to prioritize multiple tasks to meet deadlines.
Excellent written and verbal communication skills.
Ability to work independently and as part of a team.
Adaptability to change.
Collaborative interaction with other departments and teams.
Must be able to speak, write, read and understand English
Must have visual and hearing acuity

Nice To Haves

Preferred Education: Associates Degree in medical office management or related
Preferred Experience: Insurance authorization and/or precertification. Knowledge of home health, DME and Enteral nutrition products. Previous call center experience preferred.

Responsibilities

Inbound Patient Calls: Handling inbound patient calls and providing effective information and solutions about products or services.
Data Entry: Enter demographics and other pertinent information into the digital system, validating the accuracy of all patient information.
Insurance Verification: Verify insurance coverage on file.
Patient Needs Assessment: Identify patients' needs, clarify information, research issues, and provide solutions. Respond to inquiries in a thorough, timely, and courteous manner.
Documentation: Responsible for creating, reviewing, and maintaining accurate medical documentation in accordance with regulatory standards and organizational policies. Ensure all patient interactions, clinical assessments, and care plans are properly documented. Processes telephone orders by preparing patient paperwork.
Financial Responsibility: Discuss patient responsibility and documentation required for billing of services.
Delivery/Setup Coordination: Coordinate the delivery and set-up of equipment, supplies, and services with appropriate departments. Ensure deliveries and set-ups can be arranged in a timely manner.
Formula Calculation: Proficiently calculate formulas as required.
Performance Metrics: Meet daily, monthly, and quarterly metrics and goals set by management.
Interdepartmental Communication: Communicate effectively with other departments to present solutions to patient concerns.
Patient Communication: Serve as the primary point of contact for patients regarding backorders, supply chain interruptions, and service disruptions. Clearly and empathetically communicate expected timelines, resolutions, and alternative solutions, ensuring all parties are informed promptly. Proactively escalate issues when necessary, collaborate with internal teams to mitigate delays, and maintain a high standard of customer satisfaction through timely follow-ups and professional communication.
Compliance: Ensure work meets internal and external compliance requirements, maintaining confidentiality and adhering to HIPAA guidelines/regulations.
Clerical Tasks: Perform various clerical tasks including faxing, scanning, and copying.
Support Company Culture: Demonstrate core values such as compassion, team integrity, accountability, trust, innovation, compliance, and fun, supporting the Aveanna mission and culture.
Continuous Improvement: Maintain skills and qualifications necessary to provide or support quality care, including attending company-wide educational programs.
Professional Interactions: Maintain consistent and harmonious interactions with coworkers and customers, including patients, medical office staff, vendors, and the general public. Must be able to de-escalate situations when needed.
Policy Adherence: Comply fully with company policies and procedures upon employment.
Work Hours: This position requires flexibility in work hours, with a standard schedule that may include evenings and weekends to meet the needs of our patients and ensure continuous support.
Time and Attendance: Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
Other Duties as Assigned: Complete additional responsibilities as required to support team objectives and operational needs.