Central IV Patient Service Representative

Job Description

Job Description

At New England Life Care (NELC), you'll join a mission-driven organization where your work helps make a meaningful difference in the lives of patients across New England. As the region's only non-profit home infusion provider, NELC serves more than 70 hospital systems throughout Maine, New Hampshire, and Massachusetts. Founded by local hospitals, NELC was created to ensure patients have access to a provider that reflects their commitment to excellence in patient care, quality, and service.

Our employees are at the heart of everything we do. At NELC, we are committed to fostering a diverse, inclusive, and authentic workplace where every employee is heard, valued, and supported. If you're excited about this opportunity but don't meet every qualification listed in the job description, we still encourage you to apply—you may be the person we're looking for.

New England Life Care is hiring a Full-Time Central IV Patient Service Representative (PSR) to support our growth. The ideal candidate for this position enjoys a fast-paced environment and provides excellent customer service. If you have previous customer service and call center experience, this may be the position you have been looking for! If not, don't let that discourage you! We will train you in everything you need to know to be successful. 

This position is responsible for timely and accurate patient refills, compassion and care; engaging clinical staff provide pharmacy services to NELC’s patients with ongoing communication with patients, caregivers and Home Health Agency staff members.

This is a 40 hour per week position and has a rotating weekend and holiday schedule. That DOES NOT mean every weekend. We understand that everyone needs time to recharge and have quality time off. As such, any weekend shift will be paid an additional differential, and any holidays worked will be 2.5 x the normal rate of pay. All training for this role will be on-site. Once training is complete, there is an option to transfer to a hybrid/remote setting, but will require occasional travel to a branch location for training (usually once per year). 

Benefits: 

• Career Ladder
• Health Insurance
• Dental Insurance
• Vision Insurance
• Generous employer-matched 403(b) savings program
• Company paid: Life insurance, Short- and long-term disability insurance
• Paid Time Off
• And much more!

Primary Duties & Responsibilities:

• Contacts NELC patients at regularly scheduled intervals to review supply needs. Documents and communicates accurately changes in demographics, insurance, physicians, and patient’s orders in CPR+ internal Medical Record system and to appropriate departments. 
• Accurately enters delivery tickets into CPR+ to ensure accurate & timely deliveries. 
• Manages all patient delivery timelines. Communicates unexpected changes in product or supply usage to appropriate individuals (physician, home health agency, and patient or care giver). 
• Accurately and efficiently records important service information within Patient’s account in CPR+ per standard operating procedures. 
• Makes calls to patients regarding routine equipment swaps. Accurately triages equipment issue calls to the appropriate staff member.
• Communicates with clinical staff regarding adverse drug reactions or supply issues & documents within CPR+ per NELC Policies and procedures. Provides assistance and follow up activities as required by clinical staff.
• Assures patient compliance with payer regulations (i.e. Medicare/Medicaid) regarding use of approved supplies and product formula and by appropriate documentation in CPR+. 
• Ensures patient confidentiality at all time. Appropriately triages clinical questions and concerns to the appropriate staff member for assessment or follow up by clinician.
• Monitors all patients for delivery intervals and follows up with patient or HHA when no delivery has been requested within the past 45 days.
• Demonstrates the ability to troubleshoot problems verbalized by customers yet knows limitations and triages calls to appropriate person for assistance as required.
• Actively engages with internal partners to improve customer experience; contributes to a strong team approach.
• Other duties as assigned.

Qualifications & Skills that Contribute to Success:

• Previous experience in customer service and or contact center field.
• Excellent customer service skills.
• Ability to communicate effectively with patients and all levels of NELC staff.
• Ability to manage multiple tasks simultaneously and contribute to strengthening the team environment.
• Well-organized with strong attention to detail; consistently delivering quality and care.
• Knowledge / practical experience with microcomputer systems such as Microsoft Office (Word, Excel, Power Point, Outlook). 
• Ability to learn internal systems to effectively perform job.
• Dependability in attendance and job performance.
• Displays empathy, care and compassion
• College Degree.
• Previous experience in healthcare field.
• Knowledge of medical terminology.
• Knowledge of HIPAA Privacy and Security regulations.
• Knowledge of health care.

''It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.''

EOE