Customer Service Specialist

Aerocare International Ltd - Nashville, TN

Full-time - Entry Level

Nashville, TN

Ambulatory Health Care Services

About the position

The Customer Service Specialist at AdaptHealth plays a crucial role in ensuring that patients receive the necessary home medical equipment and services. This position involves managing inbound and outbound calls, processing orders, and verifying insurance information to facilitate patient care. The specialist is expected to educate patients about their financial responsibilities and maintain a high level of customer service in a fast-paced environment.

Responsibilities

• Develop and maintain working knowledge of current products and services offered by the company
• Answer all calls and emails in a timely manner, adhering to performance goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, and general service line information
• Process orders, route calls to appropriate resources, and follow up on customer calls as necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders for approval
• Navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management regarding trends with insurance companies
• Verify insurance carriers are listed in the company's database system and request new entries if necessary
• Contact patients when documentation does not meet payer guidelines to provide updates and options
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem solving
• Pay attention to detail and demonstrate great organizational skills
• Actively listen to patients and handle stressful situations with compassion and empathy
• Utilize company-provided tools to maintain quality.

Requirements

• High School Diploma or equivalent
• One (1) year work-related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management
• Excellent customer service skills
• Analytical and problem-solving skills with attention to detail
• Decision-making abilities
• Excellent verbal and written communication skills
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and understand data flow through systems
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies preferred

Nice-to-haves

• Two (2) years of work-related experience for senior level positions
• Experience in a Medicare certified environment

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance