Senior Customer Care Representative

Role Overview

• Handles incoming requests for referrals for new orders and refills.
• Receives and verifies requests and referrals, initiates insurance verification and gathers all information necessary for pre-certifications, authorizations, and certificates of medical necessity.
• Provides ongoing follow-up of requests up to, and following, patient discharge.
• Builds equipment order using information in patient medical record to coordinate patient services.
• Ability to review and offer alternate product support and suggestions to improve patient care and quality outcomes.
• Provides verbal and written instructions to patients, families, and coordinating resources regarding provision of products and services, reimbursement and patient financial responsibility.
• Performs data entry of patient intake information into computer system and records insurance information and authorization requirements and notes in the computer system.
• Coordinates delivery of requested services and referrals as appropriate.
• Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff.
• Trains and provides mentor support for new staff members.
• Serves as a role model within the Customer Care Specialist team.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Requires literacy and basic math skills.
• Requires a proficiency level typically obtained with 3 years of experience in Home Medical Equipment and/or Call Centers.
• Must have a working knowledge of medical terminology and have familiarity with hospital operations.
• Must possess excellent organizational and interpersonal skills.
• Must be proficient with commonly used office software products and possess the ability to learn new software applications.

Benefits

• Comprehensive benefit package for all benefit-eligible positions.