Customer Service Rep II - PHC

Lincare Holdings; Phoenix (AZ); On-site; USD 35,000 - 45,000; Full time

Job summary

Lincare Holdings is seeking a Customer Service expert in Phoenix, Arizona, responsible for processing patient orders and ensuring timely communication. The role involves handling telephone inquiries from patients and referral sources, assisting with equipment selection, and verifying insurance details for patient qualification.

Required qualifications include a high school diploma and preferably one year of experience in health care or customer service. Strong organizational and communication skills are essential for success in this role.

Qualifications

• Prefer 1 year of related health care, customer service, call center, or insurance experience.

Responsibilities

• Process patient orders accurately and timely.
• Respond to telephone inquiries and orders from patients and referral sources.
• Assist walk-in patients with equipment and supplies selection.
• Perform verification of insurance for patient qualifications.
• Collect payment and inform patients of payment requirements.

Skills

Strong organization

Communication skills

Basic computer skills

Typing skills

Education

High School diploma or GED equivalency

Job description

This employee serves as the subject matter expert in all Customer Service responsibilities, primarily responsible for accurately, thoroughly, and in a time-sensitive manner, processing patient orders and providing clear and timely communication to all stakeholders.

Responsibilities

• Responds to telephone inquiries and orders from patients and referral sources
• May assist walk-in patients with the selection of equipment, supplies, and services
• Determines resolution of patient and referral inquiries, questions, or concerns
  • Identifies concerns and ensures they are recorded in Concern Tracker system when appropriate
• Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy in order to qualify patient for services
• Contacts patients to inform them of any patient payment requirements, collects payment, and determines best delivery method, providing instructions for receiving delivery
• Understands and abides by Accreditation Commission for Health Care (ACHC) requirements
• May need to understand and interpret Medicare guidelines and qualifying documentation
• Thoroughly understands payer and utilization guidelines
• May process insurance authorization and follow up on requests as needed
• Establishes positive relationships with referral sources and builds rapport with internal and external customers
• May be required to perform quality assurance process, confirming accuracy of orders prior to submission for reimbursement
• Understands C-PAP compliance guidelines as required by assignment, or has obtained knowledge of rehab specialty equipment and coverage criteria
• Consistently meets Quality Assurance score of 85% or above

Education & Experience

• High School diploma or GED equivalency required
• Prefer 1 year of related health care, customer service, call center, or insurance experience
• Strong organization and communication skills required
• Must have basic computer and typing skills