Customer Service Specialist

Aerocare International Ltd - Bogart, GA

Full-time - Entry Level

Bogart, GA

Ambulatory Health Care Services

About the position

The Customer Service Specialist at AeroCare, an Adapt Health Company, plays a crucial role in ensuring successful service delivery to patients by managing the front-end processes of home medical equipment services. This position involves handling inbound and outbound calls, processing orders, and verifying insurance information, all while providing exceptional 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
• 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 and documentation requirements 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
• Vision insurance
• 401(k)
• Paid time off