Patient Services Representative

AdaptHealth; Murray (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

AdaptHealth is hiring a Patient Service Representative to provide exceptional customer service by answering calls and emails, ensuring patient needs are met with care and efficiency. You will verify insurance and assist with order status while documenting information per SOPs.

As you advance through Level 2 and Level 3, you will handle more complex calls for oxygen services and DME, process payments, and mentor teammates. Strong communication and problem-solving are essential for success.

Qualifications

• Excellent customer service and communication skills.
• Experience handling calls, emails, and inquiries efficiently.
• Knowledge of HIPAA privacy and patient confidentiality.

Responsibilities

• Answer calls and emails promptly to meet performance goals.
• Verify insurance carriers and assist with order status and pricing inquiries.
• Document call information according to SOPs and maintain product knowledge.
• Resolve patient issues with a problem‑solving approach and escalate when needed.
• Mentor Level 1 teammates as escalations arise and contribute to process improvements.
• Handle advanced calls for oxygen services, DME, and insurance verification.

Skills

Customer service

Phone handling

HIPAA compliance

Communication

Problem solving

Tools

CRM software

Job description

Job Type

Full-time

Description

Position Summary: Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support.

Essential Functions And Job Responsibilities

LEVEL 1 - Patient Service Representative

• Answers calls and emails in timely manner, meeting performance goals
• Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
• Documents call information per standard operating procedures
• Answers questions about products, services, retail stores, and general service information
• Verifies insurance carriers in database system
• Resolves customer complaints with problem-solving approach
• Maintains working knowledge of current products and services
• Adheres to HIPAA guidelines and maintains patient confidentiality

LEVEL 2 - Patient Service Representative

All Level 1 Duties Plus

• Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
• Processes payments, orders, and returns
• Troubleshoots equipment issues and provides advanced care solutions
• Resolves escalated issues or hands off with clear documentation
• Serves as resource to Level 1 representatives for knowledge sharing and skill development

LEVEL 3 – Lead, Patient Service Representative

All Level 1 And 2 Duties Plus

• Serves as subject matter expert and primary resource for team
• Conducts new hire training and mentors team members
• Handles escalated calls and complex issues with appropriate follow-up
• Identifies root causes of service issues and collaborates on process improvements