New Patient CPAP Specialist

Description

Position Summary:

NCMS New Patient Care Specialist: CPAP is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order and refill of supplies. The New Patient Care Specialist: CPAP will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

Office hours: 8:30am - 5pm 

Compensation: $16.00 per hour

Essential Functions:

• Serves NCMS patients over the phone, email, or chat,      to assist with initial order of CPAP supplies and related products.
• Determines patients’ needs and offers products and      services as applicable.
• Conducts inbound and/or outbound calls to patients, doctors’      offices, and/or insurance companies.
• Qualifies patients’ orders and insurance      eligibility based on physicians’ orders.
• Manages and maintains moderate call volume per day, combined      inbound and outbound calls.
• Ensures accurate and appropriate protocol is followed with each      call (e.g. following script, obtaining patient demographics and insurance      information).
• Provides effective customer service while obtaining patient      demographics,      verifying and updating patient accounts.
• Ensures that new patients receive all required forms, documents,      and disclosure statements.
• Answers incoming patient calls; ascertains patient needs;      responds appropriately and with urgency to patient requests, questions,      complaints and concerns.
• Meets daily and weekly performance goals.
• Works closely with other departments and physician support teams      to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately      safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes      and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient      service quality standards.
• Embraces and      exemplifies ADS core values:
  • We grow together
  • We care
  • We obsess over the       customer experience
  • We commit
  • We WOW

Other Responsibilities:

· May perform any additional responsibilities or special projects as required.

· Duties and responsibilities may be subject to change based upon the needs of the department.

· May provide cross-functional support as business needs demand.

Requirements

Minimum Requirements:

· High School diploma or equivalent

· Experience with call center sales and/or customer service upsells and retention

· Experience with insurance, Medicare verification and claims

· Demonstrated success in meeting goals and objectives

· Proficiency in basic math and business calculations

· Working knowledge of computer/data entry with the ability to learn new systems

· Basic level of MS Office proficiency

Expected Competencies:

· Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations

· Effective interpersonal skills

· Clear diction and knowledge of the English language, both written and verbal

· Service-orientation and aptitude to utilize proper listening skills

· Self-directed accountability and reliability

· Cultural competence

· Ability to manage inbound and outbound calls

· Able to recognize and work to resolve highly escalated patient issues or concerns

PM21