Penn Highlands Healthcare

Penn Highlands Healthcare has been awarded on the Forbes list of Best-in-State Employers 2022. This prestigious award is presented by Forbes and Statista Inc., the world leading statistics portal and industry ranking provider.

Summary

AS THE CUSTOMER SERVICE REPRESENTATIVE, you'll be under general supervision, the HME Customer Service Representative (CSR) acts as the first point of contact for our patients. A CSR is responsible for the timely processing of all new patient accounts. To coordinate scheduling of DMEPOS (durable medical equipment and supply orders) items by establishing/obtaining medical necessity documentation from referral sources, maintenance of patient files, the production of delivery paperwork and continuous courteous communication between internal departments, our patients, and professional providers necessary for patient satisfaction. Maintain a positive attitude and conduct yourself in a positive manner to all.

Has Duties Such As But Not Limited To

• Answers phone, identifies self and takes accurate messages by repeating for accuracy
• Must maintain a strong working knowledge of our products and services
• Provide courteous customer service by greeting and assisting all patients and referrals in a timely fashion and provide necessary applicable follow-up.
• Check voicemails/emails each morning and throughout the day and respond
• Review the inbound fax several times each hour to receive orders
• Verify DME (DURABLE MEDICAL EQUIPMENT) insurance coverage and benefits prior to order completion
• Accurately collects appropriate intake information necessary for billing within 1 day
• Review, obtain and file clinical data for medical necessity within two days
• Develop and maintain a strong understanding of specific requirements of contracted providers
• Generate sales orders in the database and prepare supplies/equipment for delivery.
• Create purchase requests and purchase orders as necessary
• Obtain Prior Authorizations if needed, including completion of MA-97
• Collect deductible and patient coinsurance up front
• Accurately assign completed sales order to specific biller
• Handle complaints, provide appropriate solutions and alternatives within 24 hours
• Consults supervisor when unusual situations occur
• Documents all pertinent patient activity in patient account notes
• Reviews unfinished projects at the end of day for next day's workload
• Troubleshoot the performance of equipment and educate patients of misuse and care
• Conduct daily cash register closing and reconciliation
• Responsible for doing all patient fittings including bracing, shoes, mastectomy, etc