Representative II, Customer Service Operations (New Patient Onboarding)
About The Position
The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order. The New Patient Onboarding Representative is responsible for verifying all new patients’ primary and secondary insurances to determine coverage. In addition to the representative will review, enter and qualify referrals and leads through Medical Policy Review. Responsible for verifying patient insurance through either a phone call or web.
Requirements
- Customer focused results
- 1+ years’ experience in related field preferred
- Detail-oriented
- Good communication skills written & verbal
- Strong verbal & written communication skills are essential
- Good computer skills, computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word)
- Applies acquired job skills and company policies and procedures to complete standard tasks
- Works on routine assignments that require basic problem resolution
- Refers to policies and past practices for guidance
- Receives general direction on standard work; receives detailed instruction on new assignments
- Consults with supervisor or senior peers on complex and unusual problems
Nice To Haves
- HS Diploma, GED or equivalent experience preferred
Responsibilities
- Verifying all new patients’ primary and secondary insurances to determine coverage.
- Reviewing, entering and qualifying referrals and leads through Medical Policy Review.
- Verifying patient insurance through either a phone call or web.
- Reprocessing orders.
- Multitasking.
- Completing 53+ audits per day.
- Contacting the primary and secondary insurance and obtaining all pertinent information per standard department procedure.
- Processing and entering manufacturer and HCP referrals per standard department procedure.
- Entering all information into the computer insurance screen.
- Verifying all benefits and determining if collection is needed.
- Forwarding orders to the appropriate destination or queue.
- Assisting in team projects as needed.
- Complying with laws and regulations as they pertain to services provided by the Company, including supporting and demonstrating compliance with the Company’s Compliance and HIPAA Plans.
- Promptly reporting any information regarding a known or suspected violation of any applicable laws, regulations, standards or company policy.
- Representing the culture and values of the Company to other groups, agencies and the general public, and ensuring accuracy of public information materials.
- Attending in-service, continuing education or seminar programs to stay current with industry and community trends.
- Attending all required Compliance, HIPAA and other scheduled training.
- Presenting to management and staff as applicable.
- Identifying, supporting and demonstrating the Company’s culture and values to ensure quality service to both internal and external company customers.
- Supporting and demonstrating the Company’s values.
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
