AdaptHealth

Customer Support

• Effectively working through a high volume of outbound calls in a fast-paced environment
• 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
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• 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.

Customer Service Specialist

• Responsible for fulfilling patient orders, documentation and delivery instructions are accurate
• Trains and educates patients and caregivers on use of equipment and answers any inquiries related to services or equipment.
• Informs new patients about their rights and responsibilities
• Discusses insurance coverage with patient and arranges payment of patient’s financial responsibility
• Able to process credit and debit card payments using standard electronic tools.
• Obtains all required information and medical documentation to ensure complete, accurate and timely processing of referrals

Customer Service Specialist

Sales Support Representative