Customer Service Rep II - PHC - Lincare

This employee serves as the subject matter expert in all Customer Service responsibilities, primarily responsible for accurately, thoroughly, and in a time-sensitive manner, processing patient orders and providing clear and timely communication to all stakeholders.

      • Responds to telephone inquiries and orders from patients and referral sources

      • May assist walk-in patients with the selection of equipment, supplies, and services

      • Determines resolution of patient and referral inquiries, questions, or concerns

      • Identifies concerns and ensures they are recorded in Concern Tracker system when appropriate

      • Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy in order to qualify patient for services

      • Contacts patients to inform them of any patient payment requirements, collects payment, and determines best delivery method, providing instructions for receiving delivery

      • Understands and abides by Accreditation Commission for Health Care (ACHC) requirements

      • May need to understand and interpret Medicare guidelines and qualifying documentation

      • Thoroughly understands payer and utilization guidelines

      • May process insurance authorization and follow up on requests as needed

      • Establishes positive relationships with referral sources and builds rapport with internal and external customers

      • May be required to perform quality assurance process, confirming accuracy of orders prior to submission for reimbursement

      • Understands C-PAP compliance guidelines as required by assignment, or has obtained knowledge of rehab specialty equipment and coverage criteria

      • Consistently meets Quality Assurance score of 85% or above

#CSR

Education/Experience:

      • High School diploma or GED equivalency required

      • Prefer 1 year of related health care, customer service, call center, or insurance experience

      • Strong organization and communication skills required

      • Must have basic computer and typing skills

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled