Customer Service Specialist

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3 days ago – Be among the first 25 applicants

At Adapt Health we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. We are actively recruiting in your area and would love to hear from you if you are passionate about making a profound impact on the quality of patients’ lives.

Full-time

Customer Service Specialists are responsible for learning and understanding the entire front‑end process to ensure successful service for our patients. They work in a fast‑paced environment answering inbound calls and making outbound calls, obtaining, analysing, and verifying the accuracy of information received from referrals, creating orders, and/or scheduling the patient to receive equipment as ordered by their doctor. They also educate patients of their financial responsibility when applicable.

• Develop and maintain working knowledge of current products and services offered by the company
• Answer all calls and emails in a timely manner, in adherence to goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient’s eligibility, coverage, co‑insurances, and deductibles
• Obtain pre‑authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Navigate multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in the EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company’s database system, and request new carrier entries when necessary
• Contact patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem solving
• Pay attention to detail and exhibit strong organizational skills
• Actively listen to patients and handle stressful situations with compassion and empathy
• Be flexible with the actual work and the hours of operation
• Utilize company‑provided tools to maintain quality, including Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI, PECOS, and “How‑To” documents

• Excellent customer service skills
• Analytical and problem‑solving skills with attention to detail
• Decision making
• Excellent verbal and written communication skills
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and understand data flow through systems
• General knowledge of Medicare, Medicaid, and commercial health plan methodologies and documentation requirements preferred
• Work well independently and as part of a group
• Adaptability and flexibility in a rapidly changing environment, patience, accountability, proactivity, initiative, and teamwork

• High School Diploma or equivalent
• One (1) year work‑related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center or management – regardless of industry
• Senior‑level requires two (2) years of work‑related experience and one (1) year of exact job experience
• Exact job experience is considered any of the above tasks in a Medicare‑certified environment

$16 and above based on experience

Entry level

Full‑time

Other

Hospitals and Health Care

Adapt Health is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.

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