Customer Service Representative

TEKsystems is a leading provider of business and technology services, currently hiring remote customer service agents. The role involves answering calls and emails regarding respiratory resupply and order status, processing orders, and verifying insurance documentation.

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 call center experience
• Experience with Microsoft Office
• Internet speed test required - 20 upload, 20 download
• Experience in healthcare environment is a plus