Customer Care Specialist

Accucare Home Medical, a specialist provider of quality home medical equipment based out of Asheville NC, is seeking a full time Customer Care Specialist. They would support our Respiratory Therapist with scheduling, Resupply for PAP Therapy patients, and any other PAP Therapy patient orders and or requests. Must be a team player, organized, and willing to follow direction.

The Respiratory Therapist Assistant is responsible for ensuring product-specific and resupply request orders are facilitated correctly, efficiently, and billed accordingly. The Respiratory Therapist Assistant assists with and is responsible for all day-to-day activities associated with all requests for service, intake/ data entry, insurance verification, authorizations, compliance, follow up and patient balance collections. The Respiratory Therapist Assistant is responsible for ensuring operations are executed in a manner which maximizes effectiveness and efficiency, and complies with all legal and regulatory requirements associated with health care providers. The Respiratory Therapist Assistant also supports the Respiratory Therapists in scheduling patients and any other needs from PAP therapy patients.

Essential Duties and Responsibilities:

Include the following, other duties may be assigned:

• Verify patient insurance to included: eligibility, patient responsibility, and covered services/equipment.
• Obtain proper clinical documentation, prescriptions, and reports to support medical necessity.
• Obtain any precertification needed to process the claim.
• Create and send out any Certificate of Medical Necessity forms to providers to sign and follow up on timely retrieval.
• Assist with all activities within the intake/ customer service and billing departments including functions such as payment posting, payment arrangements, and collections.
• Work directly with our resupply program vendor.
• Monitor website requests and determine which department will process these requests.
• Maintain knowledge of industry rules and regulations and maintain competence appropriate for job requirement.
• Comply with company policies and procedures.
• Perform other duties as directed by Direct Supervisor and/or General Manager.

Supervisory Responsibilities (if applicable): None

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service – Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
• Interpersonal Skills – Focus on conflict resolution and seeks the highest degree of accountability. Listen to others with empathy and without interrupting. Manage interpersonal conflicts among clients, families and others in a positive and constructive manner.
• Communication – Speak clearly and professionally in positive or negative situations; write clearly and informatively; listen and get clarification; read and interpret written information. Recognize and direct information to the appropriate health care provider.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Credentials, Certification, and/or Experience:

• High School Diploma or GED, 2-year degree preferred
• 2 years related experience and/or training in medical services related fields
• Spanish speaking and writing abilities preferred

Knowledge, Skills, and Abilities:

• Strong interpersonal / CSR skills
• Strong verbal and written communication skills
• Good computer skills
• Good organizational skills
• Competent in usage of office equipment

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Majority of time is spent in a typical service-oriented work environment and requires almost constant use of the phone and computer.

Physical Demands:

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to focus, see, talk and hear
• Regularly required to communicate with others via phone, email or other means.
• Frequently required to sit, stand, and walk
• Occasionally required to bend, stoop, and lift up to 25 lbs.