Referral Support Representative

AdaptHealth•Newton, IA

26d

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
Customer service and communication skills
Active listening abilities
Problem-solving and analytical skills
Attention to detail and organizational capabilities
Ability to handle stressful situations with compassion and empathy
Ability to manage multiple call types and inquiries simultaneously
Computer systems and database management experience
Ability to learn and utilize company software and tools
Documentation and record-keeping experience preferred
Professional demeanor and work ethic
Commitment to quality patient support
Ability to work efficiently in a fast-paced environment
Collaborative approach to teamwork
Must be able to bend, stoop, stretch, stand, and sit for extended periods of time.
Subject to long periods of sitting and exposure to computer screen.
Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
Must be able to lift 5 to 10 pounds periodically as needed.
Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
Mental alertness to perform the essential functions of position.
May be exposed to angry or irate customers or patients.
May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogen.

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
Maintains patient confidentiality and functions within the guidelines of HIPAA.
Completes assigned compliance training and other education programs as required.
Maintains compliance with AdaptHealth's Compliance Program.
Performs other related duties as assigned.