CUSTOMER SERVICE REP - COVENANT AT HOME

The Customer Service Representative is responsible for performing all tasks relative to in-house communications with the patient/client and verification of third party reimbursement.

The Customer Service Representative demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant and the commitment to Extraordinary Care for Every Generation.

Services walk-in Customers.
Accurate data entry of patient registration, visits and supplies.
Sets up new patient/client files.
Verifies private insurances, Medicare, and Medicaid coverage.
Identifies patient accounts requiring payment verification authorization.
Obtains necessary coverage for home medical equipment services.
Responsible to secure timely and accurate insurance verification of benefits and authorization as well as maintaining strong coordination with the billing team to ensure reimbursement from third party payers and patients based on appropriate billing and follow up activities.
Understands the patient and paper flow including required documentation needed to bill claims.
Maintain knowledge of Federal, State and local billing regulations, information management and compliance department of discrepancies and complies with them.
Responsible for accuracy in all aspects of pre-billing activities.
Strictly adheres to all rules / regulations and quickly responds to changes, as notified by insurance carriers.
Able to assist patients / families with questions or concerns about their account as it pertains to payment/reimbursement and setting up payment contracts.
Tracks expiring authorizations.
Communicates with payers.
Documents coverage information.
Accurately enters data electronically to prepare charges and payments.
Corrects all errors promptly and before claim resubmission.
Clears previous day�s route, reviews paperwork for completeness and accuracy, processes orders through computer billing system.
Prepares delivery tickets for the day�s route for driver deliveries and pick-ups.
Maintains concentrator exchanges, checks, and serial numbers in the computer.
Process and confirm sales orders.
Delivers equipment to consignment closets.
Occasionally delivers equipment to patients ready for discharge.
Other duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS
High School graduate or equivalent required.
Minimum of one year of experience in related activities required.
KNOWLEDGE/SKILLS/ABILITIES
Proficient in computer applications including Microsoft Office and Outlook.
Capable of handling a multi-line phone system with minimal supervision.
Working knowledge of home medical equipment and insurance coverage requirements.
Excellent oral and written communication skills.
Demonstrated organizational skills.
Typing and 10-key skills.
Sound judgment in handling confidential or sensitive issues and material.
Ability to use critical thinking to proceed with assigned tasks or situations.
Project a positive and energetic image.
Ability to initiate and develop new processes as change warrants.
WORKING CONDITONS/PHYSICAL DEMANDS
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Constant twisting, reaching, handling, fingering, feeling, talking, and hearing.
Constant near vision, midrange vision, far vision, depth perception, visual accommodation, color vision and field of vision.
Frequent standing, walking, and sitting.
Occasional lifting, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching and squatting.
Occasional lifting up to 25 lbs.