HME Customer Care Representative

Position Summary

This position is responsible for providing customers and referrals support and information to support orders and requests. This position is responsible for accurate and thorough processing of order requests through verification while meeting time-sensitive expectations.

Core Functions

• Handles incoming requests for referrals for new orders and refills.
• Receives and verifies requests and referrals, initiates insurance verification and gathers all information necessary for pre-certifications, authorizations, and certificates of medical necessity.
• Provides on-going follow-up of requests up to, and following, patient discharge.
• Buils equipment order using information in patient medical record to coordinate patient services.
• Ability to review and offer alternate product support and suggestions to improve patient care and quality outcomes.
• Provides verbal and written instructions to patients, families, and coordinating resources regarding provision of products and services, reimbursement and patient financial responsibility.
• Performs data entry of patient intake information into computer system and records insurance information and authorization requirements and notes in the computer system.
• Captures and coordinates delivery of requested services and referrals as appropriate.
• Captures and coordinates delivery of requested services and referrals as appropriate.
• Captures and coordinates delivery of requested services and referrals as appropriate.
• Coordinates with dispatch, warehouse and clinical staff to ensure product availability and sets delivery expectations with patients and providers.
• Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff.
• Assists in the maintenance and communication of changing payer and referral source information specific to coordination of patient needs.

Minimum Qualifications

• A high school diploma/GED or equivalent working knowledge.
• Literacy and basic math skills.
• A working knowledge of medical terminology and familiarity with hospital operations.
• Excellent organizational and interpersonal skills.
• Proficiency with commonly used office software products.

Additional Related Education And/or Experience

• Previous experience in a healthcare setting preferred.

Schedule

Monday-Friday 9:30am-6:00pm, available weekends preferred.

Pay

Estimated Pay Range: $17.67 - $26.50 / hour