Customer Service Specialist

　　Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialist is a call center position and works in a fast-paced environment answering inbound calls and making outbound calls. Maybe responsible for obtaining, analyze, and verify the accuracy of information received from referrals, create orders, and or schedule the patient to receive equipment as ordered by their doctor. Customer Service Specialists should educate Patients of their financial responsibility when applicable.

　　Job Duties:

　　Develop and maintain working knowledge of current products and services offered by the companyAnswer all calls and emails in a timely manner, in adherence to their goalsDocument all call information according to standard operating proceduresAnswer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needsProcess orders, route calls to appropriate resource, and follow up on customer calls where necessaryReview all required documentation to ensure accuracyAccurately process, verify, and/or submit documentation and ordersComplete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductiblesObtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when requiredMust be able to navigate through multiple online EMR systems to obtain applicable documentationEnter and review all pertinent information in EMR system including authorizations and expiration datesCommunicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companiesVerify insurance carriers are listed in the company's database system, if not request the new carrier is enteredResponsible for contacting 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 metricsFacilitate resolution on customer complaints and problem solvingPays attention to detail and has great organizational skillsActively listens to patients and handle stressful situations with compassion and empathyFlexible with the actual work and the hours of operationUtilize company provided tools to maintain quality. Some tools may include but are not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and "How-To" documentsCompetency, Skills and Abilities:

　　Excellent customer service skillsAnalytical and problem-solving skills with attention to detailDecision MakingExcellent ability to communicate both verbally and in writingAbility to prioritize and manage multiple tasksProficient computer skills and knowledge of Microsoft OfficeSolid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interactionGeneral knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.Work well independently and as part of a groupAbility to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a teamRequirements:Minimum Job Qualificati