Customer Service Specialist

Customer Service Specialist

Adapt Health is seeking a dedicated Customer Service Specialist to support patients with home medical equipment orders, insurance verifications, and exceptional customer service outreach. This full‑time role is located in Wilson, NC
.

• 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 company goals
• Document all call information according to standard operating procedures
• Answer questions about products, services, retail stores, and general service line information
• Process orders, route calls to appropriate resources, and follow up on customer calls when necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient eligibility, coverage, co‑insurances, and deductibles
• Obtain pre‑authorization if required by an insurance carrier and process physician orders for approval when necessary
• 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 trends with insurance companies
• Verify insurance carriers listed in the company database, requesting new carriers as needed
• Contact patients when documentation does not meet payer guidelines to provide updates and offer additional options
• Meet quality assurance requirements and key performance metrics
• Facilitate resolution of customer complaints and problem‑solving
• Pay attention to detail and maintain strong organizational skills
• Actively listen to patients and handle stressful situations with compassion and empathy
• Show flexibility with work hours and operational demands
• Utilize company‑provided tools, such as 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 ability
• 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 flow of data 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
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team

• High School Diploma or equivalent
• One (1) year work‑related experience in health‑care 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

Adapt Health is an equal‑opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of 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.