Senior Customer Service Representative

Dme Customer Service Team Specialist

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

At Hackensack Meridian Health at Home, we recognize our full- and part-time benefit eligible team members by offering a Total Rewards package including comprehensive Health Benefits, generous Paid Time Off, Travel Reimbursement as well as an investment in your future with a 401(k) match and Tuition Reimbursement. Per Diem team members are eligible to participate in the 401(k) contribution and Travel Reimbursement. At you'll find the information, resources and tools that will help you to be successful at HMH. From great benefits and innovative wellness programs, to robust learning and development opportunities, we continue to cultivate an exceptional work environment where you can do the kind of work that leads to fulfillment and professional growth.

Responsibilities

Responsible for being the DME Customer Service team specialist, mentor and trainer for all DME & PAP non-clinical intake staff. Act as the main resource for all processes and procedures related to DME intake entries and insurance coverage guidelines. Responsible for staying current with insurance coverage criteria, payer updates and regulation changes and the communication of such to staff. Work closely with billing staff to assure intake order accuracy results in clean claims submission.

• Act as liaison between Intake, Warehouse Operations and Billing on complex sales order issues. Provide training to staff regarding new insurance updates and questions. Ensure that the team obtains, verifies and documents all insurance information regarding billing and reimbursement coverage for incoming referrals.
• Assist customer service supervisor to amend the Intake Workflow Process and Insurance Coverage SOP document to facilitate efficiency and accuracy. Coordinate with Billing Manager to ensure Customer Service staff remains up to date with insurance regulation updates.
• Work with the Customer Service Supervisor to create and implement a new-hire orientation program for DME and PAP Customer Service staff. Assist to train staff in new processes and educate as necessary.
• Responsible for qualifying, processing and tracking of High-Tech respiratory referrals / sales orders. This includes Home Ventilators, Cough Assist Devices and other respiratory equipment. Entering required information into the appropriate EMR system accurately. Demonstrate optimum customer service skills on a consistent basis.
• Network and build relationships with referral sources utilizing proper customer service skills. Provide information, answer all questions, deliver appropriate documentation to educate and promote the organization.
• Develop ongoing relationships with case managers, social workers, physicians, DME sales staff and all other staff members by demonstrating optimum customer service skills. Build relationships with referral sources to ensure that patients/families will receive seamless services from the organization.
• Serves as support to the Customer Service Supervisor in their absence.
• Receive incoming telephone calls from customers and/or referral sources requesting services. Answer telephone according to standard operating procedures and policies. Assure that calls are answered as quickly as possible and with the proper intake greeting utilizing customer service skills at all times.
• Process referral source requests and analyze the computer data of customers basic information to determine appropriate course of action for completing paperwork. Enter data in the computer system and obtain missing information. Assure that medical data is processed and accurately analyzed in a timely manner in accordance with billing standards and payor guidelines. Maximize reimbursement through accurate order entry/submission billing.
• Assist customers with obtaining and/or the completion of required medical documentation or other paperwork. Collect data and appropriate information for patient files. Assure that customers are given complete and accurate information, and assure the information is communicated to the customer in a clear and concise manner. Assure that questions are answered or directed to the appropriate source.
• Provide information to referral sources regarding programs and services available to meet customer`s needs. Communicate the specific needs of the client and the available service to the appropriate source. Answer all questions correctly and utilize intake resources when needed to assure information is correct.
• Provide assistance and guidance to customers. Investigate and resolve discrepancies. Interact with customers in a courteous and compassionate manner.
• Assist in the handling of customers financial matters (i.e., insurance coverage or not) and make arrangements for payment. Ensure that customers are contacted and notified of financial responsibility and that financial matters are resolved in a timely and appropriate manner.
• Demonstrate the ability to obtain insurance verifications and authorizations utilizing on-line portals or by phone when required. Has current knowledge of Medicare reimbursement criteria and insurance contracts for Hackensack Meridian Health product lines. Demonstrate use of customer service skills to network with insurance payor case managers to assure ease of referrals for services when requested. Obtain complete and accurate verifications of patients insurance benefits. Works with insurance payor to obtain all authorizations as necessary.
• Assist other staff members as needed, by completing various tasks as requested (i.e., coordinates deliveries/pickups with Patient Service Techs). Assure that tasks are completed in an accurate and timely manner.
• Coordinate work to achieve maximum productivity and efficiency. Consistently demonstrates the ability to organize the workday and recognize and establish priorities to make maximum use of downtime.
• Review and confirm all deliveries. Review all open orders on a daily basis. Run Open Order report daily to confirm there are no missing orders.
• Review and process medical/financial data to ensure accuracy. Assure that all medical/financial data is processed and analyzed accurately and timely.
• Other duties and/or projects as assigned. Demonstrate flexibility with job responsibilities in all areas.
• Adheres to HMH`s Organizational competencies and standards of behavior.
• Lifts a minimum of 10 lbs., pushes and pulls a minimum of 10 lbs. and stands a minimum of 2 hours a day.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs
• Five (5) Years DME Customer Service Experience
• Strong Customer Service Skills
• Proven leadership qualities
• Proven ability to educate/train/onboard colleagues effectively

Education, Knowledge, Skills and Abilities Preferred:

• Associate's degree or higher
• Knowledge of Brightree, Parachute Health and EPIC

Compensation Minimum rate of $25.77 Hourly HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNIT