Position Summary:
Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support.
Essential Functions and Job Responsibilities:
LEVEL 1 - Patient Service Representative
- Answers calls and emails in timely manner, meeting performance goals
- Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
- Documents call information per standard operating procedures
- Answers questions about products, services, retail stores, and general service information
- Verifies insurance carriers in database system
- Resolves customer complaints with problem-solving approach
- Maintains working knowledge of current products and services
- Adheres to HIPAA guidelines and maintains patient confidentiality
LEVEL 2 - Patient Service Representative
All Level 1 duties plus:
- Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
- Processes payments, orders, and returns
- Troubleshoots equipment issues and provides advanced care solutions
- Resolves escalated issues or hands off with clear documentation
- Serves as resource to Level 1 representatives for knowledge sharing and skill development
LEVEL 3 – Lead, Patient Service Representative
All Level 1 and 2 duties plus:
- Serves as subject matter expert and primary resource for team
- Conducts new hire training and mentors team members
- Handles escalated calls and complex issues with appropriate follow-up
- Identifies root causes of service issues and collaborates on process improvements
- Prepares reports for leadership and other departments
- Supports departmental standards and Patient Experience initiatives
- Assists with task coordination and ensures adherence to workflows
- Collaborates with supervisor on performance metrics and service excellence
Competency, Skills and Abilities:
Customer Service & Communication
- Deliver exceptional customer service with empathy, patience, and professionalism
- Demonstrate active listening and clear verbal/written communication skills
- Effectively address patient needs, concerns, and inquiries
Technical Proficiency
- Strong problem-solving and analytical thinking abilities
- High attention to detail in documentation and data verification
- Proficient in computers, Microsoft Office, and database systems
- Excellent multitasking and prioritization in fast-paced environments
Professional Attributes
- High emotional intelligence to handle stressful situations with compassion
- Adaptable and flexible with changing processes and technologies
- Self-motivated with ability to work independently and take initiative
- Strong team collaboration and cooperative work style
- Commitment to continuous learning and professional development
Healthcare Knowledge
- Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)
- Understanding of healthcare documentation requirements
Compliance & Confidentiality
- Strict adherence to HIPAA regulations and patient confidentiality
- Full compliance with company policies and referral guidelines
