Customer Service Rep Home Medical Equipment Shell

Penn Highlands Healthcare has been awarded on the Forbes list of Best-in-State Employers 2022. This prestigious award is presented by Forbes and Statistica Inc., the world leading statistics portal and industry ranking provider.

Summary:

AS THE CUSTOMER SERVICE REPRESENTATIVE, you'll be under general supervision, the HME Customer Service Representative (CSR) acts as the first point of contact for our patients. A CSR is responsible for the timely processing of all new patient accounts. To coordinate scheduling of DMEPOS (durable medical equipment and supply orders) items by establishing/obtaining medical necessity documentation from referral sources, maintenance of patient files, the production of delivery paperwork and continuous courteous communication between internal departments, our patients, and professional providers necessary for patient satisfaction. Maintain a positive attitude and conduct yourself in a positive manner to all.

Has duties such as but not limited to:

• Answers phone, identifies self and takes accurate messages by repeating for accuracy
• Must maintain a strong working knowledge of our products and services
• Provide courteous customer service by greeting and assisting all patients and referrals in a timely fashion and provide necessary applicable follow-up.
• Check voicemails/emails each morning and throughout the day and respond
• Review the inbound fax several times each hour to receive orders
• Verify DME (DURABLE MEDICAL EQUIPMENT) insurance coverage and benefits prior to order completion
• Accurately collects appropriate intake information necessary for billing within 1 day
• Review, obtain and file clinical data for medical necessity withing two days
• Develop and maintain a strong understanding of specific requirements of contracted providers
• Generate sales orders in the database and prepare supplies/equipment for delivery.
• Create purchase requests and purchase orders as necessary
• Obtain Prior Authorizations if needed, including completion of MA-97
• Collect deductible and patient coinsurance up front
• Accurately assign completed sales order to specific biller
• Handle complaints, provide appropriate solutions and alternatives within 24 hours
• Consults supervisor when unusual situations occur
• Documents all pertinent patient activity in patient account notes
• Reviews unfinished projects at the end of day for next day's workload
• Troubleshoot the performance of equipment and educate patients of misuse and care
• Conduct daily cash register closing and reconciliation
• Responsible for doing all patient fittings including bracing, shoes, mastectomy, etc

Other information:

QUALIFICATIONS:

High School Diploma or equivalent

Adhere to all HIPAA and corporate policies

Must pass a company Background Check

Prior Health Care and/or Customer Service experience preferred

Excellent communication skills with high attention to detail

Meets company minimum standard of Background Check

Comply with Company Employee Manual

Comply with company policies, procedures, and compliance.

Comply with all company, state, and federal policies, laws, and regulations, including HIPPA

Maintain positive attitude and conduct yourself in a professional, ethical, and knowledgeable manner toward supervisor, patients, referral sources, co-workers, colleagues, subordinates, and members of the public: everyone

Report to work regular, timely and gives advanced notice to supervisor for time off

WHAT WE OFFER:

• Professional Development
• Supportive and Experienced Peers

BENEFITS:

• Medical, Dental, and Vision
• Paid Time Off
• 403(b) retirement plan with company match
• Travel reimbursement
• 25% discount on services at all Penn Highlands Healthcare facilities