Customer Service Rep III - PHC - Sierra Vista, AZ
 Lincare Holdings | |
 United States, Arizona, Tucson | |
 Sep 20, 2024 | |
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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 | |