Advanced Care Specialist

AdaptHealth LLC; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

AdaptHealth LLC is seeking an Advanced Care Specialist to guide patients with a patient-centered approach and effective communication. You will respond to patients’ needs, ensure accurate order processing, and coordinate with care teams to improve health outcomes.

The role emphasizes handling correspondence, data accuracy, and problem-solving across the patient journey, with opportunities to mentor staff and refine processes.

Qualifications

• High School Diploma or equivalent.
• 1 year of health care admin, financial, or insurance customer services, claims, billing, call center or management experience.
• Senior level requires 2 years of related work experience and 1 year of exact job experience.
• Exact job experience in Medicare certified HME, Diabetic, Pharmacy, or home medical supplies that bills insurance.

Responsibilities

• Send letters to patients when contact cannot be made.
• Answer emails concerning patients' needs promptly.
• Follow up on email/phone interactions until patient is taken care of.
• Communicate professionally with internal and external customers.
• Recommend equipment to improve quality of care when appropriate.
• Troubleshoot concentrator and other equipment issues by phone.
• Verify or obtain alternate contact information.
• Verify delivery address and instructions for orders.
• Review documentation for validity before processing orders.
• Choose cost-effective delivery methods for items ordered.
• Document delivery expectations for accounts.
• Use standard notes to record patient or family contact.
• Route orders to appropriate department or regional branch.
• Process all orders received via CMB, email, fax, or phone promptly.
• Identify system or process improvements to reduce costs and increase efficiency.
• Support department goals by assisting with call schedules and tasks.
• Participate in team activities, coaching, and training of staff.

Skills

Decision making

Organizational skills

Independent work

Microsoft Office

Communication

Customer service

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives - out of the hospital and in their homes.

Advanced Care Specialist

The primary focus of the Advanced Care Specialist is to successfully guide patients through AdaptHealth using a patient centered approach and effective communication. She/he responds to patients' needs in a way that are helpful and beyond expectation to provide an exceptional customer or patient experience at each interaction. The primary goal is to collaboratively work with patients to positively affect their health outcomes providing the right products and services at the right time while maintaining alignment with organizational goals and objectives.

Job Duties:

• Responsible for sending letters to patients when contact cannot be made.
• Consistently answers emails concerning patients' needs in a timely manner.
• Follows through on emails/phone calls until patient is taken care of.
• Communicates appropriately and professional manner with internal and external customer.
• Makes recommendations for equipment that will improve quality of care as appropriate.
• Successfully troubleshoots concentrator and other equipment problems over the phone.
• Verifies or obtains alternate contact information.
• Verifies delivery address, delivery instructions and telephone number for all orders.
• Reviews documentation to make sure it is valid prior to processing an order.
• Understands and utilizes the most cost-effective delivery method for items ordered.
• Documents accounts with any delivery expectations and requests.
• Uses standard note formats and notates contact with patient or family.
• Chooses the appropriate location for order routing.
• Routes non-care team orders to appropriate department or regional branch to fulfill.
• Complete all orders received via CMB, email, fax, or phone in a timely manner.
• Through daily work activities identifies trends, either system or process driven, that can be changed or modified to improve efficiency and create cost savings.
• Supports the achievement of departmental and organizational goals by assisting co-workers in completion of call schedules and other assigned tasks.
• Is actively involved in team activities, evidenced by participation, mentoring, and training with co-workers.
• Assists in the development and maintenance of reference materials for use by staff and facilitates the sharing of information.
• Escalates patient concerns to supervisor.

Competency, Skills and Abilities:

• Decision making, analytical and problem-solving skills with attention to detail.
• Strong organizational skills with ability to follow through.
• Ability to work independently as well as follow detailed directives.
• Job Title: Advanced Care Specialist FLSA Classification: Non-Exempt
• Ability to recognize weakness in existing systems and processes, track results, and offer creative solutions.
• Ability to prioritize and manage multiple tasks.
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.
• Computer skills including knowledge of Microsoft Office application

Requirements

Minimum Job Qualifications:

• High School Diploma or equivalent
• One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience.
• Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or home medical supplies environment that routinely bills insurance.

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.