What are the responsibilities and job description for the Patient Services Liaison position at BLACKBURNS PHYSICIANS PHARMACY INC?
Job Details
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