Description

The NCMS New Patient Care Assistant is trained to communicate directly with business partners and outside & inside sales reps; manage incoming referrals; managing mail flow; and provide support to both internal and external team members. The New Patient Care Assistant will work within the scope of responsibilities as dictated below with guidance and support from New Patient Care leadership team 

Essentials Functions

 • Promptly responds to incoming referrals, primarily via email. 

• Maintains a flawless queue of all incoming referrals requiring any level of follow-up. 

• Assists with retrieving and packaging of outgoing and incoming mail flow

• Initiates benefit verifications by creating new accounts and transcribing provided data. 

• Promptly updates internal and external reps with status updates. 

• Reviews documentation for compliance. 

• Maintains a strong sense of urgency for all accounts and follow ups. 

• Develops and maintains professional relationships with all internal and external parties. 

• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information. 

• Maintains accurate and detailed records in company systems. 

• Adapts quickly to frequent process changes and improvements. 

• Is reliable, engaged, and provides feedback as to improve processes and policies. 

• Attends all department, team, and weekly company meetings as required. 

• Appropriately routes incoming calls when necessary. 

• Meets patient service quality standards. 

• Embraces and exemplifies ADS core values: 

o We grow together 

o We care 

o We obsess over the customer experience 

o We commit 

o We WOW! 

• May perform any additional responsibilities or special projects as required. 

• Duties and responsibilities may be subject to change based upon the needs of the department. 

Requirements

• High School diploma or equivalent

• Proficiency in basic math and business calculations 

• Working knowledge of computer/data entry with the ability to learn new systems 

• Basic level of MS Office proficiency 

• Net typing speed of 35 wpm

• Basic knowledge of medical terminology 

• Basic knowledge of insurance billing guidelines and resources 

• Experience with data entry or other related filing/clerical work 

• Customer service experience in a call center environment desired 

• Fully bilingual (English/Spanish) desired 

Expected Competencies 

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations 

• Effective interpersonal skills 

• Clear diction and knowledge of the English language, both written and verbal 

• Service-orientation and aptitude to resolve customer grievances

• Self-directed accountability and reliability 

• Cultural competence 

• Detail-oriented and highly organized 

• Able to work at a fast, productive pace 

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions. While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. 

Other Requirements

Candidates must successfully pass a background and credit check 

Position Classification 

This position is non-exempt. ADS/North Coast Medical Supply is an equal opportunity employer. Candidates must be able to provide proof of eligibility to work in the United States without support; sponsorship is not available .