Customer Service Representative

TEKsystems is a leading provider of business and technology services, and they are seeking a Customer Service Representative. The role involves answering calls and emails regarding respiratory resupply and order status, processing orders, and ensuring accurate documentation and insurance verification.

Responsibilities:

• Answer all calls and emails in a timely manner, in adherence to their goals
• Call volumes is 65 calls a day
• Calls are in regards to respiratory resupply, oxygen, order status of requests, and troubleshooting order requests from doctors
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource, and follow up on customer calls where 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 to insurance carriers for approval and authorization when required
• Must be able to 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 on an on-going basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
• Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process

Requirements:

• 1+ years of customer service experience (retail, restaurant are acceptable)
• Experience with Microsoft Office
• Customer service
• Customer support
• Call center
• medical
• healthcare
• insurance
• Troubleshooting
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resource, and follow up on customer calls where 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 to insurance carriers for approval and authorization when required
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
• Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Experience in a health care role
• Experience taking inbound calls