Patient Services Liaison

At Blackburns, we are always looking to strengthen our organization by adding the best available talent to our staff and retaining our valuable employees. Were seeking a Customer Service Representative in our Corporate Office to service our customers needs. Under general supervision, the CSR is responsible for the timely processing of all patient accounts, coordination of scheduling of services, maintenance of patient files, and the production of all delivery paperwork. The Customer Service Representative will interact with the companys customers by addressing inquiries and resolving concerns. The ideal candidate loves talking to people and proactively solving issues

OVERALL RESPONSIBILITIES:

Process all incoming phone and fax orders according to departmental policy and guidelines

Answer calls expediently and provide the highest level of service to customers and referral sources.

Obtain demographics and enter Customer completely (includes insurance, doctor information, DX, etc.)

Document infectious disease according to policy

Enter information in the computer system as required in appropriate note fields

Complete intake forms as required or needed

Complete patient setup: Intake, Insurance Verifications, Auths/Referrals, Doctor notes/Medical records, Customer service letter/Delivery packet, Plan of care.

Obtain medical documentation such as prescriptions, authorizations, or SOP as required

Provide correct Codes to Doctors' offices and referral sources as requested and obtain medical necessity for special needs products and forward LMN along with product literature to PCP or insurance company.

Type/fax price quotes and product literature as requested to insurance carriers

Verify customer has never had previous equipment

Request equipment i.e., wheelchair requests and/or spec sheets

Troubleshooting - exchanging equipment when necessary

Order Enter - check inventory, confirm serial numbers

Confirm/Bill orders as required (log CMNs, PARS to confirm/bill)

Process Commercial and Institutional accounts per individual agreements

Obtain accurate discharge dates prior to processing

Verify return work order has all required information & signatures and confirm Serial Numbers written by driver

Work monthly Open Order Report

Maintain library of all insurance guidelines/contracts and products

Educate referral sources by phone/fax/e-mail

Research questions and products/supplies as necessary

Assist with in-services as requested

Assist with staff training & assist co-workers as needed

Provide customer or referral sources option as needed

Customer surveys as requested

Enter all Customer concerns into computer

Miscellaneous as requested by management

Communicate with customers via phone, email and chat

Data entry in various platforms

MINIMUM QUALIFICATIONS: High school or equivalent education required. College credits, certificate or degree desired. Must be detail oriented; possess excellent communication, human relation and organizational skills. Knowledge of medical terminology, physiology, and anatomy a plus.

At least 1 - 3 years' of relevant work experience

Excellent phone etiquette and excellent verbal, written, and interpersonal skills

Ability to multi-task, organize, and prioritize work

Excellent data entry