Referral Support Representative

Adapthealth • Newton, IA

83d

About The Position

The Referral Service Representative is responsible for providing customer service by answering phone calls, listening attentively, and ensuring referral needs are met with care and efficiency. This role requires expertise in handling various call types, including tank requests, estimated time of arrival inquiries, pick-up requests, location assistance, order status updates, and pricing inquiries. The representative assists patients in obtaining equipment and services while maintaining company standards for quality and support.

Requirements

• High school diploma or equivalent required
• Minimum of 1-2 years customer service experience, preferably in patient services, customer service, call center or referral services - preferably in a healthcare of DME setting
• Successful completion and execution of designated level-up skills

Nice To Haves

• Documentation and record-keeping experience preferred
• Ability to learn and utilize company software and tools

Responsibilities

• Answer all calls and emails in a timely manner, in adherence to established performance goals
• Actively listen to patients and handle stressful situations with compassion and empathy
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on doctor or referral call needs
• Facilitate resolution on referral complaints and problem solving
• Develop and maintain working knowledge of current products and services offered by the company
• Handle various call types including tank requests, ETA inquiries, pick-up requests, location assistance, order status updates, and pricing inquiries
• Document all call information according to standard operating procedures
• Verify insurance carriers are listed in the company's database system; if not, request new carrier entry
• Utilize company-provided tools to maintain quality standards
• Apply sound problem-solving skills to address referral concerns and service issues
• Meet quality assurance requirements and other key performance metrics set by Management
• Pay attention to detail and maintain excellent organizational skills
• Maintain patient confidentiality and function within the guidelines of HIPAA
• Complete assigned compliance training and other education programs as required
• Perform other related duties as assigned

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED