Customer Service Rep II - PHC

Preferred Homecare; Phoenix (AZ); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Lincare is seeking a Customer Service Subject Matter Expert to efficiently process patient orders, verify insurance, and communicate clearly with patients, referral sources, and internal teams. The role emphasizes ACHC compliance, Medicare guideline understanding, and accurate documentation to ensure timely reimbursement.

Responsibilities include handling telephone inquiries, assisting walk-in patients, resolving issues, and maintaining strong relationships with referrals.

Qualifications

• 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.

Responsabilités

• 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.
• Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy 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 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 equipment and coverage criteria.
• Consistently meets Quality Assurance score of 85% or above.

Connaissances

Customer service experience

Typing

Computer skills

Communication

Formation

High School diploma or GED

Description du poste

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.

• 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

Qualifications.

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

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Lincare is an equal opportunity employer, access and affirmative action employer.

All qualified applicants will receive consideration for employment regardless of race, color, religion, creed, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Lincare provides reasonable accommodations for qualified individuals with disabilities.

Because Lincare believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes.

AA/EOE, M/F/Disabled/Veterans