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Healthcare Customer Service Representative

2 months ago

New Ulm, Minnesota, United States AdaptHealth LLC Full time
Position Overview:

The Patient Support Specialist plays a vital role in delivering exceptional customer service to patients and referral sources within affiliated healthcare facilities. This position encompasses both in-person and telephonic interactions, along with on-call duties to instruct patients and caregivers on the proper use and maintenance of medical devices and supplies. Additional responsibilities include assessing clinical documentation to ensure compliance with insurance criteria, initiating patient insurance benefit verification, communicating financial obligations to patients, and collecting payments using company-provided electronic tools.

Key Responsibilities:
  • Maintain a thorough understanding of current company policies and procedures relevant to this role.
  • Represent the organization professionally during interactions with patients, referral sources, and healthcare personnel.
  • Develop and sustain a comprehensive knowledge of home medical equipment, insurance protocols, eligibility, and reimbursement processes.
  • Fulfill scheduled on-call duties, ensuring timely and courteous delivery and retrieval of medical supplies and equipment.
  • Ensure that all equipment orders are accurate, clean, and in proper working condition, with correct delivery instructions and necessary documentation.
  • Understand the most cost-effective delivery methods for home medical equipment.
  • Educate patients and caregivers on equipment usage and address any questions regarding services.
  • Inform new patients about their rights and responsibilities, including contact information for inquiries and billing.
  • Initiate the insurance verification process and communicate patients' financial responsibilities.
  • Discuss insurance coverage with patients and facilitate payment arrangements.
  • Process credit and debit card transactions using standard electronic tools.
  • Obtain necessary signatures from patients or caregivers on all relevant documentation.
  • Document delivery details and any issues encountered during the process.
  • Return used equipment to the designated area and tag any broken items for repair.
  • Provide troubleshooting and maintenance for all equipment, making decisions on replacements as needed.
  • Act as a resource for referral source staff regarding insurance documentation and reimbursement guidelines for medical equipment and services.
  • Gather all required information and medical documentation to ensure accurate and timely processing of referrals.
  • Verify that diagnoses justify the need for prescribed equipment and services from a reimbursement perspective.
  • Execute the entire referral process for all applicable product lines.
  • Coordinate with other departments to optimize delivery efficiency and minimize costs.
  • Adhere to safety protocols regarding Personal Protective Equipment (PPE), infection control, and hazardous materials.
  • Maintain patient confidentiality in compliance with HIPAA regulations.
  • Complete assigned compliance training and other educational programs as required.
  • Perform additional related duties as assigned.
Skills and Qualifications:
  • Strong verbal and written communication abilities.
  • Exceptional presentation and customer service skills.
  • In-depth knowledge of products and services.
  • Sales motivation and ability to work both independently and collaboratively.
  • Strong analytical and problem-solving capabilities with attention to detail.
  • Ability to prioritize and manage multiple tasks effectively.
  • Proficient in Microsoft Office and other computer applications.
Education and Experience:
  • High School Diploma or equivalent required; Associate Degree preferred.
  • Minimum of one year of experience in healthcare, administration, insurance, customer service, or management.
  • Experience in DME, Diabetes, or Incontinence Sales is essential.
  • Valid driver's license required.
Physical Requirements:
  • Ability to bend, stoop, stretch, stand, and sit for extended periods.
  • Capability to perform repetitive motions due to extensive computer use.
  • Work environment may be stressful, with fluctuating activity levels.
  • Prolonged exposure to computer screens.
  • Potential exposure to hazardous materials and infectious pathogens.
  • Ability to lift up to 30 pounds as necessary.
  • Must possess mental alertness to perform essential functions effectively.