Customer Service Rep III - PHC

Lincare, Inc.; Phoenix, Northern (AZ, KY); Hybrid; USD 32,000 - 48,000; Full time

Job summary

Lincare in Phoenix seeks a Patient Service peer mentor to model professionalism in business acumen while processing patient orders accurately and communicating clearly with all stakeholders.

You will respond to calls, assist patients with equipment selection, verify insurance, collect payments, adhere to ACHC and Medicare guidelines, and support referral relationships. Strong organization and MS Word/Excel skills are required.

Qualifications

• High School diploma or GED required.
• Prefer 2 years in home health, customer service, call center, or insurance.
• Strong organization, communication, analytical, and problem-solving skills required.
• Must have basic understanding of Microsoft Word, Excel, and typing skills.

Responsibilities

• Respond to telephone inquiries and orders from patients and referral sources.
• May assist walk-in patients with the selection of equipment, supplies, and services.
• Determine resolution of patient and referral inquiries, questions, or concerns; record in Concern Tracker when appropriate.
• Complete electronic intake in billing system, verify insurance, and review documentation for accuracy to qualify patient for services.
• Contact patients to inform them of any payment requirements, collect payment, and arrange best delivery method for instructions.
• Understand ACHC requirements and Medicare guidelines; follow payer and utilization guidelines.
• Process insurance authorization and follow up on requests as needed.
• Establish positive relationships with referral sources and internal/external customers.
• May perform quality assurance to ensure accuracy of orders before submission for reimbursement.
• Understand C-PAP compliance guidelines as required.
• Provide coverage in all areas of assigned department as needed.
• Set the working example for other Patient Service employees in business acumen and knowledge.
• Complete departmental projects as assigned.
• Peer to peer coaching as needed.

Skills

Customer service

Communication

Problem-solving

Time-management

Education

High School Diploma or GED

Tools

Microsoft Word

Excel

Typing skills

Job description

This employee is a peer mentor for the department, responsible for setting a professional example in business acumen. This employee must accurately, thoroughly, and in a time-sensitive manner process patient orders and provide clear and timely communication to all stakeholders.

• Proficient in and performs all Customer Service I and II core responsibilities
• Respond to telephone inquiries and orders from patients and referral sources
• May assist walk-in patients with the selection of equipment, supplies, and services
• Determine resolution of patient and referral inquiries, questions, or concerns
  • Identify concerns and ensure they are recorded in Concern Tracker system when appropriate
• Complete electronic intake process in billing system, perform verification of insurance, and review all documentation for accuracy to qualify patient for services
• Contact patients to inform them of any patient payment requirements, collect payment, and determine best delivery method to provide instructions for receiving delivery
• Understand and abide by Accreditation Commission for Health Care (ACHC) requirements
• May need to understand and interpret Medicare guidelines and qualifying documentation
• Thoroughly understand payer and utilization guidelines
• May process insurance authorization and follow up on requests as needed
• Establish positive relationships with referral sources and build rapport with internal and external customers
• May be required to perform quality assurance process, confirming accuracy of orders prior to submission for reimbursement
• Understand C-PAP compliance guidelines as required by assignment or has obtained knowledge of rehab specialty equipment and coverage criteria
• Consistently meet Quality Assurance score of 85% or above
• Provide coverage in all areas of assigned department as needed
• Set the working example for other Patient Service employees in business acumen and knowledge
• Complete departmental projects as assigned
• Peer to peer coaching as needed

Qualifications.

Education/Experience:

• High School diploma or GED equivalency required
• Prefer 2 years of home health, customer service, call center, or insurance experience
• Strong organization, communication, analytical, and problem-solving skills required
• must have basic understanding of Microsoft Word, Excel, and excellent typing skills

Physical Demands:

The employee must occasionally lift and/or move up to 10 pounds.

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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