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Senior Customer Care Representative
Banner HealthCustomer Care Specialist Lead at Banner Health coordinating home medical equipment orders and providing exceptional customer service in a hybrid role.
About the role
Key responsibilities & impact- 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 ongoing follow-up of requests up to, and following, patient discharge.
- Builds 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.
- Coordinates delivery of requested services and referrals as appropriate.
- Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff.
- Trains and provides mentor support for new staff members.
- Serves as a role model within the Customer Care Specialist team.
Requirements
What you’ll need- High school diploma/GED or equivalent working knowledge.
- Requires literacy and basic math skills.
- Requires a proficiency level typically obtained with 3 years of experience in Home Medical Equipment and/or Call Centers.
- Must have a working knowledge of medical terminology and have familiarity with hospital operations.
- Must possess excellent organizational and interpersonal skills.
- Must be proficient with commonly used office software products and possess the ability to learn new software applications.
Benefits
Comp & perks- Comprehensive benefit package for all benefit-eligible positions.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Data EntryMedical TerminologyPre-CertificationsAuthorizationsPatient Intake Processing
Soft Skills
Problem SolvingMentoringCommunication