What are the responsibilities and job description for the Customer Service Rep III - PHC position at Lincare?
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.