After Hours Patient Service Representative

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 10%

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AdaptHealth

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2019

📦 Logistics

🏭 Manufacturing

🏥 Healthcare

Logistics • Manufacturing • Healthcare

AdaptHealth is a company that provides healthcare solutions with a focus on respiratory health, sleep health, diabetes health, and wellness at home. With a network of 671 locations in 47 states, AdaptHealth delivers 38,225 home medical supplies each day and holds 2,825 insurance contracts. The company is dedicated to empowering patients to live their best lives, offering products and services such as CPAP machines, oxygen supplies, diabetes supplies, and a variety of medical equipment. AdaptHealth is highly rated by its customers for fast, reliable, and courteous service. They emphasize patient care solutions that integrate seamlessly into daily life, supported by online support and fast shipping services. Their mission is to change lives by providing the necessary healthcare tools to patients nationwide.

📋 Description

• Provide customer service and support to patients during evening, overnight, and weekend hours • Answer incoming patient calls and emails during after-hours periods • Handle complex patient and referral source inquiries • Triage service needs and troubleshoot issues for patients, caregivers, and referral sources • Connect patients with on-call staff or leadership when clinically necessary • Handle complaints and escalated concerns • Schedule and reschedule patient appointments and services • Verify patient insurance information, DME benefits coverage, and process prior authorizations • Update patient demographic and contact information in electronic health records • Process prescription refill requests and relay them to pharmacies or providers • Handle DME equipment inquiries, authorization requests, and order processing • Manage billing inquiries, payment processing, and returns • Maintain accurate documentation of patient interactions and referral information • Support referral intake and collaborate with Intake, Clinical, and Operations teams • Follow emergency procedures and escalate urgent matters to on-call staff or leadership • Provide instructions for immediate care and emergency equipment needs • Document emergency calls and critical situations for provider review • Operate Microsoft Office, EMRs, referral management platforms, EHR, scheduling, billing, call center, and phone systems • Generate reports and maintain call logs • Maintain HIPAA compliance, patient confidentiality, and required compliance training • Multitask and prioritize calls and tasks while maintaining service standards • Perform other related duties as assigned

🎯 Requirements

• High school diploma or equivalent required • Associate’s degree in healthcare administration, Business Administration, or related field preferred • Minimum 1-2 years customer service experience; healthcare setting preferred or call center experience • Minimum 3 years of DME (Durable Medical Equipment) healthcare experience required • Previous experience in healthcare, insurance, medical billing, or patient services preferred • Bilingual capabilities preferred • Customer service or healthcare administration certification preferred • Experience with ACT, Vent, NPWT, and specialized DME equipment preferred • Advanced knowledge of insurance verification and prior authorization processes preferred • Medical scheduling systems experience preferred • Experience working in after-hours or call center environments preferred • Leadership or training experience in healthcare settings preferred • Advanced knowledge of medical terminology and DME equipment classifications • Knowledge of DME billing codes and insurance authorization processes • Strong understanding of oxygen (O2) services, DME, and insurance processes including prior authorizations and coverage guidelines • Familiarity with ACT, Vent, Negative Pressure Wound Therapy (NPWT), and full range of DME products • Exceptional verbal and written communication skills • Strong problem-solving and analytical thinking abilities • Enhanced attention to detail and accuracy in documentation and data verification • Ability to remain calm and professional under pressure • Multitasking and prioritization skills in a fast-paced environment • Adaptability and flexibility with changing processes, technologies, and patient needs • Ability to work independently with minimal supervision • Team collaboration skills • Ability to work with diverse patient populations and referral sources • HIPAA compliance and adherence to company policies • Background check required • Motor Vehicle Record check required for driving roles

🏖️ Benefits

• Competitive Compensation and Incentives • Comprehensive medical, dental and vision coverage • 401(k) with company match • Paid Time Off Plans including 6 paid holidays • Employee Stock Purchase Plan • Paid Parental Bonding Leave • Short and Long-term Disability Insurance • Life and AD&D Insurance • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) • CVS Minute Clinic and Teledoc access • Spousal Advantage Reimbursement Plan • Identity Theft Protection and Legal Plan