Customer Service Specialist

Adapthealth - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

Merchant Wholesalers, Durable Goods

About the position

The Customer Service Specialist at AdaptHealth plays a crucial role in ensuring that patients receive the necessary medical equipment and services in a timely and efficient manner. This position involves handling inbound and outbound calls, processing orders, and verifying insurance information to facilitate patient care. The specialist must possess strong organizational skills and the ability to communicate effectively with patients and healthcare providers.

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 healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience in a Medicare certified environment.

Nice-to-haves

• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
• Proficient computer skills and knowledge of Microsoft Office.
• Ability to adapt and be flexible in a rapidly changing environment.