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Customer Service Specialist
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Customer Service Specialist
Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialists work in a fast-paced environment answering inbound calls and making outbound calls. They may be responsible for obtaining, analyzing, and verifying the accuracy of information received from referrals, creating orders, and scheduling 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 a working knowledge of current products and services offered by the company
Answer all calls and emails in a timely manner, in adherence to their goals
Document all call information according to standard operating procedures
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 resources, and follow up on customer calls where necessary
Review all required documentation to ensure accuracy
Accurately process, verify, and/or submit documentation and orders
Complete insurance verification to determine a patient’s eligibility, coverage, co-insurances, and deductibles
Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
Must be able to navigate through multiple online EMR systems to obtain applicable documentation
Enter and review all pertinent information in EMR system including authorizations and expiration dates
Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
Responsible for contacting patients 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
Facilitate resolution of customer complaints and problem-solving
Pay attention to detail and have great organizational skills
Actively listen to patients and handle stressful situations with compassion and empathy
Be flexible with the actual work and the hours of operation
Utilize company-provided tools to maintain quality. Some tools may include but are not limited to 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
Analytical and problem-solving skills with attention to detail
Decision Making
Excellent ability to communicate both verbally and in writing
Ability to prioritize and manage multiple tasks
Proficient computer skills and knowledge of Microsoft Office
Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
Work well independently and as part of a group
Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team
Minimum Job Qualifications:
High School Diploma or equivalent
One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management regardless of industry.
Senior level requires two (2) years of work-related experience and one (1) year of exact job experience.
Exact job experience is considered any of the above tasks in a Medicare certified.
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