Customer Care Expert

: Description:

AdaptHealth Opportunity - Apply Today!

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives - out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients' lives, please click to apply, we would love to hear from you.

Customer Care Expert

Customer Care Experts are responsible for evaluating the performance of the Intake and Customer Service departments in their interactions with new and existing customers. This position assists in the implementation of corporate and departmental policies, procedures, and service standards in conjunction with management. It models commitment to Adapthealth values, teamwork, and exceptional customer service from a Quality Assurance Control perspective. The Customer Care Expert creates a positive team environment through monitoring and staff training as well as the duties and responsibilities listed below.

Job Duties:

• Develop and maintain working knowledge of current products and services offered by the company
• Answer all calls and emails in a timely manner, in adherence to their goals
• Document all call information according to standard operating procedures
• Assist with escalated calls/issues and answer customer questions regarding products or services.
• Assist with the Quality Assurance of the Contact Center i.e., Call evaluations, Phone Etiquette training, Order Processing and customer issue trouble shooting guidelines.
• Assist with development and implementation of best practices with leaders in the parallel departments to benefit efficiency.
• Troubleshoot emergency issues/concerns pertaining to patient orders and/or accounts.
• Assist in troubleshooting or managing problem calls from patients, medical offices, or insurance offices.
• Receive and follow up on feedback regarding Representative performance and areas of opportunity for improvement for the Representative.
• Create quality score cards to track quality performance levels.
• Monitor calls to ensure sales and service scripting is followed.
• Quality check product knowledge, policies, and procedures
• Coordinate with management on the calibration of sales and service processes in the call center environment
• Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
• Meet with Supervisors on actions plans.
• Build reporting on call center trends, scoring, and respond to ad hoc reporting requests.
• Understand and follow all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements.
• Provide employees with guidance in handling difficult or complex problems, as well as resolving escalated complaints or disputes.
• Resolve customer service or billing complaints by performing activities, such as exchanging merchandise, refunding money, or adjusting bills.
• Display a high level of adaptability, flexibility to change, and attention to detail.
• Instill urgency in others so deadlines, Service Levels, and KPIs are met.
• Recommend improvements in service and/or procedures.
• Actively participate in Continuous Quality Improvement

Competency, Skills and Abilities:

• Excellent customer service skills
• Analytical and problem-solving skills with attention to detail
• Decision Making
• Excellent ability to communicate both verbally and in writing
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team

Requirements:

Minimum Job Qualifications:

• High School Diploma or equivalent
• Two (2) years' work-related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Exact job experience is considered any of the above tasks in a Medicare certified.

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.