BioScrip, Inc. is the largest independent national provider of infusion and home care management solutions, with approximately 2,100 teammates and nearly 70 service locations across the U.S. BioScrip partners with physicians, hospital systems, payors, pharmaceutical manufacturers and skilled nursing facilities to provide patients access to post-acute care services. BioScrip operates with a commitment to bring customer-focused pharmacy and related healthcare infusion therapy services into the home or alternate-site setting. By collaborating with the full spectrum of healthcare professionals and the patient, BioScrip provides cost-effective care that is driven by clinical excellence, customer service, and values that promote positive outcomes and an enhanced quality of life for those it serves. Ours is a fast-paced dynamic work environment with room for new ideas and opportunities for career advancement. We offer a wide array of welfare benefits as well as Tuition Reimbursement, an Employee Referral Program, and a 401(k) Retirement Savings.
Oversees the flow of information and any applicable equipment and supplies between the patient/referral source, benefit verification team and clinical departments. Functions as support for the location by acting as liaison between departments. Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Acts as a team lead by assisting management in training team members and overseeing workflow.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation.
Oversees all activities of the customer service department. Support the intake department on new patient referrals, helping to ensure the accuracy of information collected.
Keeps current on medication, equipment and supply coverage criteria, including billing and diagnosis codes.
Maintains organized file system for document tracking and patient management/follow up.
Keeps records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken. Refers unresolved customer grievances to designated departments for further investigation. Checks to ensure that all complaints are addressed and resolved appropriately.
In conjunction with management, plans, implements and administers a staff orientation plan and annual training schedule.
Serves as a resource to all staff regarding questions or problems with the provision of patient care.
Ensures compliance with any applicable State and/or Federal laws, accrediting requirements and Company policies.
Maintains confidentiality of patient information.
Works independently on other projects as assigned.
Performs other duties as assigned.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS
College degree preferred, but will consider high school graduate or GED with extensive industry experience. Three to four years of related healthcare experience required. Proficiency with Microsoft Office Suite and keyboarding skills.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
The requirements listed below are representative of the knowledge, skill, and/or ability required, with or without reasonable accommodation.
Strong interpersonal and communication skills. Ability to work cooperatively and effectively with branch departments and department team members.
Ability to maintain confidentiality.
Ability to promote a compassionate, caring, customer service oriented culture by operating in a professional and collaborative fashion.
Ability to train employees.
Supports and promotes departmental goals and initiatives.
Knowledge of computerized information systems.
Plans and organizes work effectively.
Prioritizes responsibilities and workloads.
Displays a neat, clean, professional appearance or demeanor at all times.
Ability to read, analyze and interpret information appropriate to duties and responsibilities assigned. Ability to operate information systems, follow policy, complete required forms, prepare reports. Ability to effectively present information and respond to questions from referral sources, managers, patients, employees, payers and the general public. Ability to act in a self-confident manner to facilitate completion of a work assignment or defend a position or idea. Ability to communicate in writing clearly and concisely.
Ability to calculate figures and amounts such as supply quantities, percentages and refunds.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to evaluate information and make decisions or take actions to solve a problem or reach a goal.
BioScrip is an equal opportunity employer. All employment decisions are made without regard to age, color, race, ancestry, national origin, disability, genetic information, military status, religion, creed, sex, pregnancy, childbirth, marital status, citizenship, sexual orientation, gender identity, gender expression, legally protected medical condition, or any other basis prohibited by applicable law. Background checks and drug screens are part of our hiring process. Affirmative Action/Equal Opportunity Employer, Minority/Female/Disabled/Veteran.