Healthcare Customer Service Representative

Customer Service RepresentativeRequired Education • High School Diploma Required Experience • Minimum 1 year of experience in a customer service or call center environment, preferably in a call center setting Effective and empathetic communication skills for managing inbound calls and communications with clients and team members Computer experience with proficiency in Microsoft Outlook, Word, and Excel Basic alphanumeric data entry skills with strong attention to accuracy and quality Preferred Experience • Experience in a healthcare setting or insurance industry Knowledge of basic insurance and third-party terms and medical terminology Knowledge of Medicare, Medicaid, and third-party vendors Customer Service Representative Overview • Verify insurance coverage for potential new clients and re-verify coverage for existing patients to support the successful processing of patient prescription needs Provide excellent customer service to patients, healthcare professionals, insurance carriers, and referral sources Respond to telephone inquiries and orders from homecare patients and referral sources while providing information on equipment, supplies, and services Process telephone orders, prepare patient paperwork, verify insurance or other payment methods, and complete required documentation accurately and efficiently Coordinate patient services, including delivery, setup, and pickup of equipment, supplies, and services Maintain accurate patient account profiles and referral source information while supporting data entry and billing processes Resolve patient complaints by identifying problems and coordinating appropriate corrective action Demonstrate strong attention to detail, analytical skills, problem-solving abilities, and effective communication while managing individual performance goals and competing priorities Job Duties • Respond to telephone inquiries and orders from homecare patients and referral sources Provide information on equipment, supplies, and services Assist walk-in patients with the selection of equipment, supplies, and services, as applicable Process telephone orders by preparing patient paperwork Verify insurance and/or other methods of payment Complete all necessary paperwork accurately and efficiently to facilitate data entry, accounts receivable, and delivery of orders Perform data entry, as applicable Distribute copies of paperwork to appropriate personnel Assist with processing billing paperwork, as applicable Coordinate delivery, setup, and pickup of equipment, supplies, and services with appropriate personnel Accurately maintain files of patient account profile information and referral source data Resolve patient complaints by identifying problems and coordinating appropriate corrective action Verify insurance coverage for potential new clients Re-verify insurance coverage for existing patients Demonstrate an understanding of insurance concepts, including drug cards, major medical benefits, and per diem coverage Demonstrate knowledge of government and patient assistance programs Rose International