Customer Services Representative

SUMMARY

Customer Service Representative – Tasks

• Effective delivery of company products and services (40%) – Responds to telephone inquiries and orders from homecare patients and referral sources; provides information on equipment, supplies, and services; determines the best method for providing services; may assist walk-in patients with equipment, supplies, and service selection.
• Timely processing/facilitation of patient orders (30%) – Processes telephone orders by preparing patient paperwork; verifies insurance and/or other payment methods; completes necessary paperwork accurately and efficiently for data entry, accounts receivable, and order delivery; may perform data entry; distributes paperwork to appropriate personnel; may assist with billing paperwork.
• Effective coordination of patient services/supplies (10%) – Coordinates delivery, set-up, and pick-up of equipment, supplies, and services with appropriate personnel; ensures deliveries and set-ups are arranged in a timely manner.
• Appropriate documentation (10%) – Accurately maintains files of all patient account profile information and referral source data.
• Customer satisfaction (10%) – Resolves patient complaints by identifying problems and coordinating appropriate corrective action.

• Knowledge of Medicare, Medicaid, and 3rd party vendors is a plus.
• The primary responsibilities are to verify insurance coverage for potential new clients.
• Additionally, this person will re-verify insurance coverage for existing patients to process patient prescription needs success and demonstrate excellent customer services to patients, healthcare professionals, and insurance carriers.
• This role will require an understanding of insurance concepts, including drug cards, major medical benefits, and per diem coverage, as well as knowledge of government and patient assistance programs. Strong attention to detail, and proven analytic and problem solving.