Customer Service Specialist

Customer Service Specialist

Pediatric Home Service is a friendly and professional leader in home health care with a singular passion for and commitment to taking care of the child. As a leader in home health care, we help kids achieve their best lives at home and in their communities while providing our employees a fun and rewarding place to work.

We are looking for a full-time Customer Service Specialist to join our customer-focused, supportive team. Our Customer Service department is a fast-paced, high-energy environment, you'll find yourself challenged and required to use critical thinking every day through a variety of in-person, email and phone conversations. The Customer Service Specialist will perform any role in customer service in order to provide needed coverage. Job assignments are given by Customer Service leadership and may be short or long term.

Key Responsibilities: The following list of job functions is not exhaustive or absolute. These functions may change from time-to-time and other tasks and functions may be assigned at the discretion of management.

• Stays abreast of all process changes within each department in order to perform them as needed.
• Attends meetings for specific departments to ensure clear understanding of changes and processes.
• Meets weekly with leadership to identify specific needs.
• Transitions quickly from one Customer Service function to another according to need.
• Performs intake of Durable Medical Equipment (DME), through EHR system and/or the database.
• Performs duties of the Coordinator of the Day (COD) for both Admissions and Patient Services, if applicable.
• Obtains supporting documentation.
• Obtains insurance authorization information as required for products and services provided by PHS.
• Verification of insurance benefits & complete data entry requirements.
• Completes ongoing patient supply orders.
• Obtains prescriber orders for products and services provided by PHS.
• Completes patient and prescriber information changes.
• Maintains all patient information on an ongoing basis.
• Enters new prescriber information into database.
• Coordinates intake process for specialized organizations.
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Reads prescriber orders, customer orders, work orders and shipping orders to determine items to be moved, gathered, or distributed.
• Process and coordinates paperwork from items delivered for intake.
• Prepare patient paperwork for billing.
• Creates and complete billing review of delivery tickets for Durable Medical Equipment (DME).
• Creates, confirms and completes billing review of IV Delivery Tickets, if applicable.
• Monitor/review beginning of the month scheduled delivery tickets to ensure timely processing.
• Assists internal customers through the Customer Service help desk, phone calls, or face to face encounters.
• Performs call-outs.
• Processes 'to dos'.
• Coordinates courier service with warehouse for deliveries as needed.
• Obtains insurance authorization as required for products and services provided by PHS.
• Obtains physician orders for products and services provided by PHS.
• Faxing and calling clinics to gather needed information.

Qualifications:

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety roles, operation and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Benefits:

• Competitive pay
• Paid time off (and paid holidays)
• Health, vision and dental insurance
• Short & long-term disability & life insurance
• 401K plan
• Professional development opportunities
• Tuition reimbursement
• Flexible schedule options (including remote)

Interested candidates should apply online; please include cover letter and resume. Please include cover letter & resume along with salary requirements in your application.

Pediatric Home Service is an equal opportunity employer; we are committed to affirmative action and equal employment opportunities for all regardless of protected veteran status, race, color, creed, religion, national origin, sex, sexual orientation or identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status with regard to public assistance. #DME123