Customer Service Rep III - PHC

Tucson, AZ

Today

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
        
        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.
        
        Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Numbers & Facts

Location

Tucson, AZ

Skills

Analysis Skillsunmatched
Billingunmatched
Call Centersunmatched
Coachingunmatched
Communication Skillsunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Equipment Selectionunmatched
Healthcareunmatched
Home Careunmatched
Insuranceunmatched
Medicareunmatched
Microsoft Excelunmatched
Microsoft Wordunmatched
Physician Verbal/Telephone Ordersunmatched
Problem Solving Skillsunmatched
Quality Assuranceunmatched
Time Managementunmatched
Typingunmatched

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