Customer Service Representative

7 days ago

New Hyde Park, New York, United States AdaptHealth LLC Full time

About AdaptHealth LLC

AdaptHealth LLC is a leading provider of home medical equipment and services, empowering patients to live their best lives outside of hospitals.

We are actively recruiting for the position of Customer Service Representative in your area. If you are passionate about delivering exceptional customer service and making a profound impact on patient lives, we would love to hear from you.

Job Summary

The Customer Service Representative will be responsible for learning and understanding the entire front-end process to ensure successful service delivery for our patients. This role involves working in a fast-paced environment, answering inbound calls, and making outbound calls to customers, healthcare providers, and other stakeholders. The ideal candidate should have excellent communication skills, attention to detail, and the ability to work effectively in a team.

Key Responsibilities

  • Develop and maintain a working knowledge of current products and services offered by AdaptHealth LLC.
  • Answer all calls and emails in a timely manner, adhering to established goals and performance metrics.
  • Document all call information according to standard operating procedures.
  • Answer questions about products and services, retail stores, general service line information, and other customer-related inquiries.
  • 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 patient 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 necessary.
  • Maintain accurate records of customer interactions, including authorizations and expiration dates.
  • Communicate with customer service and management regarding any noticed trends with insurance companies.
  • Verify insurance carriers are listed in the company's database system and request updates as needed.
  • 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 on customer complaints and problem-solving.

Requirements

  • A high school diploma or equivalent is required.
  • One (1) year of work-related experience in healthcare administration, finance, or insurance customer service, claims, billing, call center, or management is preferred.
  • Senior-level candidates require two (2) years of work-related experience and one (1) year of exact job experience.
  • Exact job experience refers to tasks related to Medicare-certified positions.

Estimated Salary Range:$45,000-$65,000 per annum, based on location and experience.

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