Job description
Aveanna Healthcare is the largest provider of home care to thousands of patients and families, and we are looking for caring, compassionate people who are driven to fulfill our mission to revolutionize the way pediatric healthcare is delivered, one patient at a time.
At Aveanna, every employee plays an important role in bringing our mission to life. The ongoing growth and success of Aveanna Healthcare remain dependent on our continued ability to consistently deliver compassionate, committed care for medically fragile patients. We are looking for talented and committed individuals in search of a rewarding career with a company that values Compassion, Integrity, Accountability, Trust, Innovation, Compliance, and Fun.
Position Overview
The Patient Support Representative handles inbound calls from our patients and their family members, providing information and responding to their inquiries with patience, empathy and efficiency. The Patient Support Representative is responsible for accurate and detailed database entry based on complete information collected and updated on a regular basis.
Essential Job Functions
- Handling inbound patient calls, providing effective information and solutions about products or services.
- Ability to identify and analyze patients’ concerns and provide recommendations or solutions.
- Responds to inquires in a thorough, timely and courteous manner.
- Timely processing/facilitation; processes telephone orders by preparing patient paperwork.
- Verifies insurance and/or other method of payment
- Relay insurance coverage and patient responsibility to referral sources, sales team and patient.
- Discuss patient responsibility and documentation required for billing of services.
- Completes all necessary paperwork and data entry in an accurate and efficient manner to facilitate the accounts receivable and delivery of the order placed.
- Coordinates the delivery and set-up of equipment, supplies and services with appropriate departments.
- Ensures deliveries and set-ups can be arranged in a timely manner.
- Accurately and clearly documents all activity in patient records maintaining privacy of information in compliance with HIPAA and other applicable rules and regulations.
- Resolves patient concerns by identifying problems and works with supervisor to coordinate appropriate corrective action.
- Support the Aveanna mission and culture by demonstrating our core values; compassion, team integrity, accountability, trust, innovation compliance and fun.
- Adhere to the Aveanna Compliance Program, including following all regulatory, Aveanna and accrediting agency policy requirements.
- Maintain the skills and qualifications necessary to provide or support quality care, including attendance at company-wide educational programs.
- Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
- Responsible for harmonious interactions with coworkers, patients, third-party medical staff and vendors.
- Upon employment, all employees are required to fully comply with Company’s policies and procedures.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees in this position.
Requirements
- Minimum Education: High school diploma or GED
- Minimum Experience: Two years in a related administrative/customer service role; healthcare or medical office with high-phone-volume and 6 months working with healthcare insurance.
- Preferred Education: Associates Degree in medical office management or related
- Preferred Experience: Insurance authorization and/or precertification. Knowledge of home health, DME and Enteral nutrition products.
Other Skills/Abilities
- Proficient in Microsoft suite of products including Outlook, Word and Excel.
- Must be punctual and reliable.
- Self-starter, able to display the highest level of integrity and respect for confidentiality in a fast paced environment.
- Ability to exercise effective judgment and critical thinking skills to changing needs and situations.
- Must have strong organization skills and be very detail oriented.
- Must possess a strong sense of urgency and attention to detail. Excellent written and verbal communication skills.
- Proven ability to work independently at times and within a team.
- Ability to adapt to change.
- Demonstrated ability to prioritize multiple tasks to meet deadlines.
- Superior interpersonal skills, ability to build relationships and interact in a collaborative manner with other departments and teams.
- Experience in a healthcare, call-center, or insurance industry is a plus including medical terminology.
Vaccination Requirements
As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.
Equal Employment Opportunity and Affirmative Action: Aveanna provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aveanna complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.
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