Apply on Employer Site

Quipt Home Medical · 1 day ago

Customer Service Representative

Paducah, KY

Full-time

Onsite

New Grad, Entry Level

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. They are seeking a Customer Service Representative to be the direct point of contact for patients, caregivers, and referral sources, providing information and resolving complaints regarding products and services.

Health CareMedicalMedical Device

Responsibilities

Have a comprehensive understanding of the following:

All products we carry

Companywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs

Basic Brightree Functions

Proper Intake Procedures

Insurance Verification and Eligibility

CMN Requirements and Prior Authorizations

Documentation Requirements of the Equipment

Patient’s Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)

Difference Between Verbal, Written and WOPD orders

Complaint Resolution Procedures

Answers the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfers callers to appropriate person or voice mail number

Greets all visitors coming on their arrival. Ensure that they are properly directed to the appropriate personnel who might assist them

Distributes mail daily and monitors the fax machine for incoming transmissions. Distributes correspondence to appropriate personnel or mailbox depending on the priority of the correspondence

Qualify orders by identifying the customer’s diagnosis and insurance coverage and ensure verification of the necessary insurance reimbursement information to process the third party billing when appropriate. Informs customers of financial responsibility

Inputs customers’ orders or changes into the computer system timely. Processes work order and necessary paperwork as well as prescriptions for physicians

Arranges for convenient customer delivery/pickup time with patient and/or caregivers. Conveys orders to Clinical Specialists and/or delivery personnel

Handles customer complaints courteously using appropriate techniques, problem solving skills and follow-up logs

Audits, confirms and files all deliveries, pick-up or exchange paperwork daily. Reviews various edit reports to assure accuracy

Tracks active rentals, automatic reorders, and concentrator maintenance, processing in a timely as per policy and procedure

Obtains appropriate prior authorization number and time frame from appropriate third party payer. Logs information into database

Obtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed

Ensure that all assigned procedures, including but not limited to, billing, posting, insurance, denials, inquiries, orders, and paperwork are processed in an accurate and timely manner

All patient files and information are maintained and current at all times

Participates in company training programs

Demonstrates excellent oral and written communication skills with referrals, handling complaints and qualifying orders

Timely filing of all necessary paperwork into patient charts

Assist in working various computer reports for quality assurance

Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists

Strict adherence to all company policies and procedures

Performs schedules hours, staggered shifts in accordance to the needs of the company

Perform all above duties in other company locations when required

May perform other duties not specifically listed in this position description as assigned by supervisor

Continually strive to develop your knowledge and skills in all areas of your job