CUSTOMER SERVICE SPECIALIST (11025)

Primary Duties and Responsibilities
The hours for this position will be flexible with the employee working very independently. Hours will include some evenings and possibly weekends to accommodate outgoing phone calls made to patients who may be working during the day.
Provides assistance to customers in a manner that ensures high levels of customer satisfaction.
Coordinate incoming calls and direct inquiries and referrals to the appropriate individual.
Process all incoming work orders, interviewing client/referral to secure demographic and financial and qualifying data and securing authorization.
Inform client of insurance coverage and responsibilities for payment of services not paid by third party payers.
Initiate and coordinate prior authorization requests to third party payers and maintain a working knowledge of third party payer guidelines. Follow up with third party payers as necessary.
Facilitate equipment/supply inquiries or questions with accurate and timely resolution.
Review all incoming orders for over-utilization, appropriate payment sources etc.
Maintain current knowledge of carrier specific requirements.
Perform patient follow up phone calls as directed by manager.
Process all consignment tickets in a timely manner.
Maintain regular and consistent attendance at work.
Behave in a manner consistent with Mission, Vision, Values and Expectations for Excellence.
Maintain compliance with OSHA, Accreditation Standards and Risk Management guidelines.
Maintain compliance with Personnel policies and procedures.
Behave in a manner consistent with all Corporate Compliance policies and procedures.
Perform other duties as requested by Patient Services Manager to facilitate the smooth and effective operations of the organization.

Qualifications
Required:
High School or Vocational School graduate.
Strong interpersonal skills.
Strong problem solving skills with previous customer service experience.
Basic knowledge of computer applications (i.e. Word, Excel).
Ability to work as a team member.
Ability to understand and apply guidelines, policies and procedures.

Preferred:
Previous experience coding diagnoses and procedure with ICD-9-CM and CPT.
Knowledge of medical terminology, anatomy and physiology.
Knowledge of medical billing and collection practices.

Status
FTR

Shift
variable

FTE
1.00