Customer Service Representative III

23 hours ago

Sierra Vista, Arizona, United States Lincare Holdings Full time
Job Title: Customer Service Rep III

This role is a key contributor to the department's success, serving as a peer mentor and setting a professional example in business acumen. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to accurately and thoroughly process patient orders in a timely manner.

Key Responsibilities:
  • Proficient in and performs all Customer Service I and II core responsibilities
  • Respond to telephone inquiries and orders from patients and referral sources
  • May assist walk-in patients with the selection of equipment, supplies, and services
  • Determine resolution of patient and referral inquiries, questions, or concerns
  • Complete electronic intake process in billing system, perform verification of insurance, and review all documentation for accuracy to qualify patient for services
  • Contact patients to inform them of any patient payment requirements, collect payment, and determine best delivery method to provide instructions for receiving delivery
  • Understand and abide by Accreditation Commission for Health Care (ACHC) requirements
  • May need to understand and interpret Medicare guidelines and qualifying documentation
  • Thoroughly understand payer and utilization guidelines
  • May process insurance authorization and follow up on requests as needed
  • Establish positive relationships with referral sources and build rapport with internal and external customers
  • May be required to perform quality assurance process, confirming accuracy of orders prior to submission for reimbursement
  • Understand C-PAP compliance guidelines as required by assignment or has obtained knowledge of rehab specialty equipment and coverage criteria
  • Consistently meet Quality Assurance score of 85% or above
  • Provide coverage in all areas of assigned department as needed
  • Set the working example for other Patient Service employees in business acumen and knowledge
  • Complete departmental projects as assigned
  • Peer to peer coaching as needed
Requirements:
  • High School diploma or GED equivalency required
  • Prefer 2 years of home health, customer service, call center, or insurance experience
  • Strong organization, communication, analytical, and problem-solving skills required
  • Must have basic understanding of Microsoft Word, Excel, and excellent typing skills

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