Customer Care Representative

About the role

This Customer Service Rep will serve as the primary point of contact for this location, providing a welcoming and professional experience for patients. The role is a fully onsite contract position based in Overland Park, KS. The individual will complete patient registration and intake for patients arriving for CPAP machine fittings.

Responsibilities

• Verify patient information and collect/enter accurate demographic and insurance data.
• Schedule and confirm appointments as needed.
• Ensure all required documentation is completed in compliance with organizational policies and procedures.
• Provide support during process improvement initiatives to assist with driving workflow, including verification and data analysis.
• Develop and maintain working knowledge of current products and services offered by the company.
• Be familiar with payer guidelines and read clinical documentation to determine qualification status and compliance for equipment and services.
• Maintain working knowledge of AdaptHealth customer service, intake, daily operations, and revenue cycle processes and workflows, including:
  • Review all required documentation to ensure accuracy.
  • Accurately process, verify, and/or submit documentation.
  • Complete insurance verification to determine patient eligibility, coverage, co‑insurance, and deductibles.

Requirements

• Expert level experience.
• Experience handling 60+ inbound calls per day in a fast‑paced environment.
• Previous experience with insurance verification, patient access, healthcare customer service, or a related healthcare support role is highly preferred.
• 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).
• Ability to work independently and as part of a team, adapt to a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively in