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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 crucial role in delivering exceptional customer service to patients and referral sources within affiliated healthcare facilities. This position involves both in-person and telephonic interactions, ensuring patients receive the necessary guidance on utilizing and maintaining medical devices and supplies. Additional duties encompass evaluating clinical documentation to meet insurance criteria, initiating patient insurance benefit verification, communicating financial responsibilities to patients, and processing payments through AdaptHealth's electronic systems.

Key Responsibilities:
  • Stay informed about and adhere to current AdaptHealth policies and procedures relevant to this role.
  • Represent AdaptHealth professionally during face-to-face interactions with patients, referral sources, and hospital staff.
  • Acquire and maintain a comprehensive understanding of home medical equipment, insurance protocols, eligibility, and reimbursement processes.
  • Fulfill scheduled on-call duties, including the timely and courteous delivery and collection of medical supplies and equipment.
  • Ensure all equipment orders are fulfilled accurately, maintaining cleanliness and functionality, and providing correct delivery instructions and necessary documentation to patients.
  • 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 support.
  • Initiate the insurance verification process and communicate financial obligations to patients.
  • Discuss insurance coverage options 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 paperwork, including delivery tickets and waivers.
  • Document delivery details and any issues encountered during the process.
  • Return used equipment to the designated area and report any damaged items for repair.
  • Provide troubleshooting and maintenance for all equipment, making decisions regarding replacements as needed.
  • Serve as a resource for referral source staff concerning Medicare, Medicaid, and private insurance documentation and reimbursement guidelines.
  • 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, suggesting additional services if appropriate.
  • Execute the complete referral process for all applicable product lines.
  • Collaborate with other departments to optimize delivery efficiency and minimize costs.
  • Maintain knowledge of and adhere to safety protocols, including the use of Personal Protective Equipment (PPE) and infection control measures.
  • Uphold patient confidentiality in compliance with HIPAA regulations.
  • Complete all assigned compliance training and 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.
  • Knowledge of products and services offered.
  • Sales motivation and ability to work independently as well as part of a team.
  • Strong analytical and problem-solving capabilities with a keen attention to detail.
  • Ability to prioritize tasks and manage multiple projects effectively.
  • Proficient in Microsoft Office and other computer applications.
Education and Experience:
  • High School Diploma or equivalent required; Associate Degree preferred.
  • Minimum one year of experience in healthcare, administration, insurance, customer service, or management.
  • Relevant experience in DME, Diabetes, or Incontinence Sales is essential.
  • Valid driver's license required.
Work Environment:
  • Ability to perform physical tasks such as bending, standing, and lifting up to 30 pounds.
  • Comfortable with extended periods of sitting and computer use.
  • May encounter stressful situations due to fluctuating office activities.
  • Exposure to various environmental conditions and potential hazards.
  • Ability to travel independently within the service area.
  • Excellent communication skills, demonstrating empathy and respect for patient privacy.