Client Support Specialist

2 months ago

Boston, Massachusetts, United States Quipt Home Medical Full time
Job Overview

Quipt Home Medical is a swiftly expanding frontrunner in delivering clinical respiratory apparatus and services within the durable medical equipment sector. We are in search of motivated individuals to advance with us.

Position: Client Support Specialist

Reports To: Branch Manager/CSR Director

Position Summary:

As a Client Support Specialist, you will serve as a primary contact for any patient, caregiver, referral source, or commercial account reaching out to Care Medical, whether in person, via telephone, or online, to facilitate equipment and/or services. All Client Support Specialists are equipped to engage with customers, providing information in response to inquiries about products or services while addressing and resolving any complaints. You will be responsible for receiving, qualifying, and processing all customer orders promptly, efficiently, accurately, and courteously. This role often involves investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints.

Key Benefits:

  • Multiple Medical Insurance plans available
  • Dental & Vision Insurance
  • Short and Long Term Disability Options
  • Life Insurance
  • Generous Paid Time Off plan
  • Paid Holidays
  • 401K with matching
  • Competitive Compensation

Essential Responsibilities:

Comprehensively understand the following:

  • All products offered
  • Company Policies, Procedures, Standards, Specifications, Guidelines, and Training Programs
  • Basic Brightree Functions
  • Proper Intake Procedures
  • Insurance Verification and Eligibility
  • CMN Requirements and Prior Authorizations
  • Documentation Requirements for Equipment
  • Patient Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
  • Distinctions Between Verbal, Written, and WOPD orders
  • Complaint Resolution Procedures
  • Answering phone calls with the company's professional greeting and taking detailed messages. Directing callers to the appropriate personnel or voicemail.
  • Welcoming all visitors upon arrival and ensuring they are directed to the appropriate staff.
  • Daily distribution of mail and monitoring of incoming faxes, ensuring correspondence is directed to the right personnel based on priority.
  • Qualifying orders by identifying customer diagnoses and insurance coverage, ensuring verification of necessary reimbursement information for third-party billing when applicable. Informing customers of their financial responsibilities.
  • Timely input of customer orders or changes into the computer system. Processing work orders and necessary paperwork, including prescriptions for physicians.
  • Coordinating convenient delivery/pickup times with patients and/or caregivers. Communicating orders to Clinical Specialists and/or delivery personnel.
  • Handling customer complaints with courtesy, utilizing appropriate techniques, problem-solving skills, and follow-up logs.
  • Auditing, confirming, and filing all delivery, pickup, or exchange paperwork daily. Reviewing various edit reports for accuracy.
  • Tracking active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner per policy and procedure.
  • Obtaining appropriate prior authorization numbers and timeframes from relevant third-party payers. Logging information into the database.
  • Securing verbal and written orders from physicians, discharge planners, and other healthcare professionals as necessary.
  • Ensuring all assigned procedures, including billing, posting, insurance, denials, inquiries, orders, and paperwork, are processed accurately and promptly.
  • Maintaining all patient files and information up-to-date at all times.
  • Participating in company training programs.
  • Exhibiting excellent oral and written communication skills with referrals, managing complaints, and qualifying orders.
  • Timely filing of all necessary paperwork into patient charts.
  • Assisting in generating various computer reports for quality assurance.
  • Instructing customers or caregivers on the proper and safe use of all equipment delivered and providing each customer with the appropriate instructional materials. Obtaining required signatures and providing customers with copies of signed Delivery and Customer Information Checklists.
  • Strict adherence to all company policies and procedures.
  • Working scheduled hours and staggered shifts in accordance with company needs.
  • Performing all above duties in other company locations when required.
  • May undertake other duties not specifically listed in this position description as assigned by the supervisor.
  • Continuously striving to enhance your knowledge and skills in all areas of your role.

Company Overview:

Every life is different. Every treatment is unique. Every patient is exceptional. At Quipt Home Medical, we believe in delivering exceptional service to meet the unique needs of every individual who places their trust in our name. Supported by the latest technology and the esteemed reputation of our local brands, we aim to exceed expectations and enrich lives wherever we operate.

One life. One relationship. One exceptional patient at a time. Every time.

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