Call Center Customer Service - Patient Support Representative

Overview

Are you looking for a purposeful career that will make a difference in the patient community? At CCS , our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS .

Patient Advocate Representative I - Remote is A cross-functional team member that is responsible for maintaining patient satisfaction and ensuring the accurate and timely shipment of orders. This role includes setting up new patient files, processing orders, and providing customer service to patients.
Responsibilities
- Conduct all patient order processing activities including updating patient demographics, explaining benefit details, obtaining patient consent, communicating order status, and processing payment.

- Maintain patient profiles, manage enrollments, and support basic workflow creation in accordance with business processes, payer requirements, and department procedures.

- Navigate and maintain work activity within iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to support accurate documentation, order processing, and workflow completion.

- Obtain, process, and validate required patient consents, including non-verbal consent, portal consent, secure form consent, and reorder agentless consent, in accordance with company procedures, payer requirements, and applicable privacy standards.

- Monitor, manage, and resolve assigned work queues, to ensure timely issue resolution and workflow completion.

- Handle inbound and outbound patient service interactions, including insurance explanations, service additions, payment processing, patient account review, triage, escalation, and resolution of patient or order-related issues. Drive favorable NPS and CSAT scores.

- Maintain working knowledge of core product lines, assigned products, basic product identification, and documentation requirements by product type to support accurate order processing and patient education.

- Build and maintain professional relationships with patients, healthcare professionals, manufacturing partners, sales teams, Revenue Cycle Management, Distribution, and other internal stakeholders.

- Abide by all company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations.

- Always maintains a high degree of confidentiality due to access to sensitive information

- Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.

Desired Outcomes
- Resolves customer issues in a timely and satisfactory manner

- Maintains a high level of customer satisfaction and loyalty

- Communicates effectively and empathetically with customers and internal stakeholders

- Escalate issues to the appropriate level when necessary

- Drive revenue through accurate processing of customer orders via calls/emails

- Plans and organizes work effectively and ensures its completion to meet productivity requirements

- Maintains positive internal and external customer service relationships and open lines of communication

Qualifications
- High school diploma or GED equivalent required.

- Minimum of 6 months of experience in health care insurance verification, order processing, call center customer service role preferred.

- Ability to navigate multiple systems, digital platforms/databases and Microsoft products

- Basic knowledge of billing procedures, insurance reimbursement processes, government payer requirements, private insurance requirements, and HCPC codes preferred.

- Strong attention to detail, data entry accuracy, organization, follow-through, multitasking, communication, and problem-solving skills required.

- Ability to communicate professionally and empathetically with patients, he