Customer Service Rep CSC

Lincare Festus , MO 63028

Posted 2 weeks ago

Job Description:

The Customer Service Representative answers phone calls with designated greeting in a friendly professional manner; provides excellent customer service skills and fosters team work; reviews, qualifies, and keys orders for our existing patients, new patients, and customers from referrals, hospitals, and doctor's offices in a timely manner; communicates between referral and branch any missing information that could prevent order from being processed in a timely manner; and performs duties of primary job function and can be cross-trained to perform multiple functions.

(Customer Service / Medical Administrative Support / Entry-Level)

Primary functions include, but are not limited to:


  • Answer calls from patient, branch, and referral sources

  • Place reoccurring order for existing patients (create and print to correct location)

  • Create pick up tickets when necessary using correct code for reason

  • Use The Decision Matrix to determine if we accept an order (zip code, product, and insurance)

  • Follow up/follow through for inquiries from patient, referral, or branch

  • Resolve situations and answer questions using center resources (The Decision Matrix, branch profiles, etc.)

  • Has basic understanding to troubleshoot equipment questions or failures

  • For outgoing calls make sure research has been done to answer all follow up questions they may have


  • Monitor fax system and route to appropriate end point (branch, billing center, OE queue)

  • Research patient to ensure that they are not an existing AHOM customer

  • Verify correct branch is loaded to the account

  • Key customer name and DOB (correct OE team will enter all other order info)

  • Verify all pages of the fax belong to the one patient (separate when the fax contains multiple orders)

  • Verify that all pages are legible

  • request re-fax if not

  • Notify branches of all stat orders in timely manner

  • Document information timely on the account (with each touch)

  • Check other order portals (Allscripts and Curaspan)

  • Assign to correct team (OE, Sleep, SSC, NPS, or Pharmacy)

  • Continuously refresh fax queue to identify new orders

  • Assist with other fax queue as time permits

  • Thank you Fax back

  • Other functions as needed or required

Order Entry:

  • Enter the order data

  • Research to ensure that an order does not already exist

  • Review documents

  • Label documents/attachments on the order

  • Review documents

  • Acceptable detailed written Order (must clearly indicate what is being ordered)

  • Face-to-Face notes available and valid

  • Valid Testing received: oxygen saturation, ABG, or sleep study (facility or home based)

  • Order/Therapy criterion met for reimbursement

  • Complete appropriate checklists if not covered by OE scripting

  • Submit initial PAR requests if applicable

Manual Insurance Verification:

  • Review, investigate, and correct reason for failed insurance verification

  • Determine major demographic mismatch

  • Contact patient as necessary to obtain information

  • Demographic information

  • Additional Insurance

  • Determine Prior Authorization requirements

  • Submit required data for the Prior Authorization

  • Log obtained PAR information as required

  • Verified Re-route to the appropriate OE team

  • Other functions as needed or required

Job Requirements

  • High School Graduate (Diploma) or equivalent

  • One year of customer service/relations experience (healthcare experience preferred)

  • One year call center experience

  • Must be 18 years of age or older

Lincare is an equal opportunity, access, and affirmative action employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, creed, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Lincare provides reasonable accommodations for qualified individuals with disabilities. Since Lincare believes in providing a safe work environment, the company conducts drug and background checks during the recruiting/hiring processes. AA/EOE/M/F/Disabled/Veterans

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Customer Service Rep CSC