Customer Service Associate - Hospital Liaison

Hospital To Home Specialist

Looking for a hybrid job opportunity that allows you to work three days in the office and two days from home? Look no further! We are seeking a dedicated and motivated individual to join our team. Training will be provided to ensure you are fully equipped to succeed in this hybrid work arrangement. We look forward to hearing from you!

The Hospital to Home Specialist is primarily responsible for handling orders from hospitals and facilities for specific durable medical equipment, medical products and services. In this role, the Hospital to Home Specialist I will field incoming or outgoing calls from patients, caregivers, referral sources, or commercial accounts. Provides superior customer service by ensuring accurate and efficient order processing, answering questions appropriately, and resolving issues in a timely and compassionate manner.

Job Duties / Essential Functions:

• Professionally handle incoming calls and electronic referrals from patients, caregivers, and providers. Gathers all required data, carefully takes orders, assists with any inquiries, and provides excellent customer service.
• Validate patient details and enter all information and documentation into the system accurately.
• Obtain proper documentation and insurance information from patient and referral sources. Reach out to the appropriate party if documentation or information is missing.
• Verify the patient's insurance coverage. Make edits and adjustments to insurance information according to MedCare's processes. Follow-up as needed.
• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. If unable to resolve, document it for escalation to the person or department best suited to handle.
• Communicate financial responsibility to patients and family. Process payments and co-pays via credit/debit card or e-check prior to releasing an order.
• Works open task list when assigned. Completes tasks in a timely manner.
• Cross-train within the department and be willing to take on various tasks to support the entire department.
• All other duties as assigned.

Skills / Qualifications:

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment preferred.
• Demonstrated PC skills with proven data entry experience.
• Proficient in MS Office, especially Word and Excel.
• Strong organizational and time management skills.
• Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR's to expedite order processing preferred.

Physical Requirements / Working Conditions:

• These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position.
• Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.
• Sitting for extended periods of time.
• Manual dexterity for typing and writing.
• Ability to read small print and view a computer screen for prolonged periods.
• Ability to lift, push, pull, or carry objects up to 20 pounds.
• Able to wear over-ear headsets for majority of workday.