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Description:

Job Title: Cust Service Resupply Specialist Home Care

Department: Patient Services

Pay Rate: XXX-23/hr

Remote: Update****** Manager said they would like to source locally first**** candidate will be working remote locally with possible onsite responsibilities. *******


JOB SUMMARY:
The Home Care Customer Service Resupply Specialist for Hillrom Respiratory Health is responsible for phone, email, and website interactions with patients, caregivers and healthcare teams, sales, and several internal teams to fulfill resupply request. The HCCS Resupply Specialist manages discernment of input required to accurately send new supplies for all accessories within our Home Respiratory Health portfolio. This includes insurance and reimbursement needs, as well as prescription and internal system information. In addition to reacting to calls and written requests, we require proactive calling for certain device supplies. Preparing for customer interactions and guiding them through our process seamlessly is first priority.


ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned:
Responsible for interfacing with customers/patients, health care teams, insurance representatives, account executives, or other internal departments, such as clinical, financial, reimbursement, operations, and other service representatives related to completion of resupply requests for respiratory equipment
Quickly and accurately identify and assess individual customer needs, determining appropriate action, within Hillrom Respiratory Heath guidelines
Deliver front-line phone, email, system dashboard support on resupply products, explaining to customers what is needed to complete request in an easy-to-understand manner, at times summarizing their insurance coverage / limitations to them
Learn ongoing system support for Respiratory Health insurance and payer changes. Share these internally with proper department for ease of processing future orders automatically
Properly identify resupply types for correct billing, collaborating with the internal billing teams
Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each request with speed and accuracy
Employ detail-oriented processes, adhering to prescription and insurance requirements, in multiple Hillrom systems to process new requests, route, track, retrieve, and maintain proper information in correct fields
Responsible for proactive calling for certain device resupply needs
Establish rapport over the phone quickly, and remain positive and upbeat
Responsible for timely and accurately processing of complaints received from patients/caregivers, as needed


EDUCATION, EXPERIENCE, QUALIFICATIONS AND SKILLS:
Associate degree in business or related field, or equivalent work experience
2 5 years of progressive experience in an insurance customer service role
Previous experience in the healthcare field, preferred
TIMS, JD Edwards or other third-party billing system experience desired
Experience with Microsoft Office required