Customer Service Specialist

Description

AdaptHealth Opportunity - Apply Today!

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives - out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients' lives, please click to apply, we would love to hear from you.

Customer Service SpecialistCustomer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialists works in a fast-paced environment answering inbound calls and making outbound calls. Maybe responsible for obtaining, analyze, and verify the accuracy of information received from referrals, create orders, and or schedule the patient to receive equipment as ordered by their doctor. Customer Service Specialists should educate Patients of their financial responsibility when applicable.

Job Duties:

• Develop and maintain working knowledge of current HME products and services offered by the company
• Answer all calls and emails in a timely manner to meet Company goals
• Document all call information by making notes in our patient database
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary
• Accurately process, verify, and/or submit documentation for patient equipment orders
• Learn to complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
• Must be able to navigate through multiple online EMR systems
• Maintain open and constant communication with Customer Service and Management
• Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
• Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process.
• Meet quality assurance requirements and other key performance metrics
• Able to research and resolve customer complaints and requests
• Pays attention to detail and has great organizational skills
• Actively listens to patients and can handle stressful situations with compassion and empathy
• Flexible and able to adapt to the daily changes in job responsibilities
• Ability to maintain strong attendance in an 8:00am-5:00pm work schedule and able to take on-call responsibilities once every 5-6 weeks for additonal pay
• Learn utilize company provided tools to maintain quality such as Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and "How-To" documents

Competency, Skills and Abilities:

• Excellent customer service skills
• Excellent problem-solving skills with attention to detail and organizational skills
• Excellent ability to communicate both verbally and in writing; strong understanding of email etiquette
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Strong ability to learn and retain new processes
• Works well independently, as well as part of a team
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, compassionate and work effectively on a team

Requirements

• Minimum Job Qualifications:
• High School Diploma or equivalent
• Minimum (two) years in a customer service environment or customer management experience
• Ability to pass a background check and legally work un the U.S.A.
• AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.