AdaptHealth

Customer Support

• The Referral Service Representative is responsible for providing customer service by answering phone calls, listening attentively, and ensuring referral needs are met with care and efficiency
• Assist patients in obtaining equipment and services while maintaining company standards for quality and support

Referral Support Representative

Financial Planning and Analysis

• Lead comprehensive financial planning and analysis for the Commercial organization
• Deliver strategic financial insights and analysis to drive organizational performance
• Partner with colleagues in Commercial finance to translate growth projections to impacts on commission expenses
• Establish, track, and report on key performance indicators (KPIs) related to productivity and ROI

Director, FP&A Commercial

Insurance

• Accurately enters referrals within allotted timeframe as established; meeting productivity and quality standards as established.
• Communicates with referral sources, physician, or associated staff to ensure documentation is routed to appropriate physician for signature/completion.
• Works with leadership to ensure appropriate inventory/services are provided.
• Communicates with patients regarding their financial responsibility, collects payment and documents in patient record accordingly.
• Responsible for reviewing medical records for non-sales assisted referrals to ensure compliance standards are met prior to a service being rendered.
• Follows company philosophies and procedures to ensure appropriate shipping method utilized for delivery of service.
• Answers phone calls in a timely manner and assists caller.
• Reviews medical records for non-sales assisted referrals to ensure compliance standards are met prior to a service being rendered.
• Demonstrates expert knowledge of payer guidelines and reads clinical documentation to determine qualification status and compliance for all equipment and services.
• Works with community referral sources to obtain compliant documentation in a timely manner to facilitate the referral process.
• Contacts patients when documentation received does not meet payer guidelines, provide updates, and offer additional options to facilitate the referral process.
• Works with sales team to obtain necessary documentation to facilitate referral process, as well as support referral source relationships.
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation.
• Works with insurance verification team to ensure all needs are met for both teams to provide accurate information to the patient and ensure payments.
• Assume on-call responsibilities during non-business hours in accordance with company policy.
• Supervise and provide guidance to team members in daily operations and complex case resolution.
• Lead team meetings and facilitate training sessions for staff development.
• Monitor team performance metrics and productivity standards, providing feedback and coaching as needed.
• Serve as primary escalation point for difficult customer issues and complex regulatory compliance questions.
• Develop and implement process improvements and workflow optimization strategies.
• Coordinate with management on staffing needs, scheduling, and resource allocation.
• Conduct new employee onboarding and ongoing training programs.
• Maintain advanced expertise in Medicare guidelines, payer policies, and regulatory changes to guide team decisions.
• Prepare reports and analysis on team performance, trends, and operational metrics for management review.
• Maintains patient confidentiality and functions within the guidelines of HIPAA.

Intake Specialist – Insurance Verification

• Assist with the conversion of referrals from fax-based ordering to ePrescribe/digital portal-based ordering
• Work closely with Digital Order Sales Specialist & referral sources
• Remotely train newly onboarded users/medical staff
• Receive and process requests to train users at accounts
• Walk new users through their first in-platform orders
• Answer/assist DOT Hotline calls
• Drive positive messages regarding company goal of full ePrescribe/Digital Ordering adoption
• Build long-term, trusting relationships with referral sources
• Increases referral volume from assigned accounts by converting to digital ordering

Digital Order Support Specialist

Graphics Designer

• The Senior Digital Designer is responsible for producing and overseeing digital creative assets to address AdaptHealth marketing needs
• Organize, design/create, and administer Marketing digital design projects, from conception to delivery
• Collaborates with marketing teams and all AdaptHealth lines of businesses to ensure deadlines are met
• WordPress CMS Expertise including theme customization, API and third-party application integration
• UI/UX rapid prototype development enabling flexible and responsive web experiences
• Best practices in video project management including strategy, storyboard, production and template development
• Generates ideas to portray concepts and advertise products/services
• Develop a deep understanding of the marketing platform to create and implement best practices for improved efficiency and growth
• Brainstorm and create new visual content focused on improving conversion rates for all digital assets
• Maintains brand consistency throughout all marketing projects
• Use marketing automation technology to execute advanced tactics, including A/B testing, personalization, delivery optimizations, automations, and re-engagement campaigns
• Develop and test new graphic content that increases value and impact of digital assets, including on-site creatives, ads, banners, GIF/video, infographics, and social media placements
• Monitor and track digital campaign performance in third-party platforms
• Create reports to analyze performance and/or effectiveness of campaigns
• Stays abreast of industry development and tools
• Develops and maintains working knowledge of current HME products and services offered by the company
• Maintains patient confidentiality and functions within the guidelines of HIPAA
• Completes assigned compliance training and other educational programs as required
• Performs other related duties as assigned

Senior Digital Designer

• Produce and oversee digital and print creative solutions to address AdaptHealth marketing needs
• Organize, create, and administer Marketing design projects, from conception to delivery
• Design original pieces, apply typography techniques, and refine images, fonts, and layouts using graphic design software
• Generate ideas to portray concepts and advertise products/services
• Increase user friendliness in digital products
• Maintain brand consistency throughout all marketing projects
• Collaborate with marketing teams and all AdaptHealth lines of businesses to ensure deadlines are met
• Stay abreast of industry development and tools and develop working knowledge of current HME products and services
• Maintain patient confidentiality and function within HIPAA guidelines; complete compliance training
• Mentor junior designers and perform other related duties as assigned

Senior Graphic Designer

• 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 their 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 resource, 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
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
• Responsible 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 metrics
• Facilitate resolution on customer complaints and problem solving
• Pays attention to detail and has great organizational skills
• Actively listens to patients and handle stressful situations with compassion and empathy
• Flexible with the actual work and the hours of operation
• Utilize 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” documents

Customer Service Specialist

• Intake Specialist responsibilities: accurate and timely data entry; understanding, and selecting inventory/services in key databases; communicating with referral sources; utilizing technology to notate patient information/communication.
• Answer inbound calls and make outbound calls; obtain, analyze, and verify the accuracy of information received from referrals; create orders; schedule the patient to receive equipment as ordered by their doctor.
• Intake Specialists educate Patients of their financial responsibility when applicable.
• Review and enter referrals into appropriate systems; ensure documentation is routed to appropriate physician for signature/completion.
• Work with local branch leadership to ensure inventory/services are provided; support regional team functions as necessary.
• Verify insurance coverage, determine eligibility, co-insurances, and deductibles; obtain pre-authorization if required; process orders to carriers for approval; resolve coverage issues.
• Communicate with Customer Service and Management regarding trends with insurance companies; ensure QA and performance metrics are met
• Maintain knowledge of payer guidelines, payer coverage, and expiration dates as needed