Make a Meaningful Impact Every Day with ActivStyle
Are you passionate about helping others and looking for a career with purpose? At ActivStyle, we're dedicated to improving lives by providing essential home-delivered medical supplies that help individuals maintain their dignity, independence, and quality of life.
We're currently seeking a Customer Service Specialist to join our team in our Brevard, NC office. In this role, you'll serve as a trusted resource for our clients, helping them obtain vital products such as incontinence supplies, urological products, and other personal care essentials delivered directly and discreetly to their homes.
If you enjoy building connections, solving problems, and making a difference in the lives of others, we'd love to hear from you.
PositionSummary:
Customer Service Specialists are responsible for learning and understanding the entire front-end process to ensure successful service for our patients. The Customer Service Specialists works in a fast-paced environment answering inbound calls and making outbound calls. Maybe responsible for obtaining, analyze, and verify the accuracy of information received from referrals,create orders, andor schedule the patient toreceive equipment asordered by their doctor. Customer Service Specialists should educate Patients of their financial responsibility when applicable.
EssentialFunctionsandJobResponsibilities:
- Developandmaintainworkingknowledgeofcurrentproductsandservicesofferedbythecompany
- Answerallcallsandemailsinatimelymanner,inadherencetotheirgoals
- Documentallcallinformationaccordingtostandardoperatingprocedures
- Answerquestionsaboutproductsandservices,retailstores,generalservicelineinformationandother information as necessary based on customer call needs
- Processorders,routecallstoappropriateresource andfollowuponcustomercallswherenecessary
- Reviewallrequireddocumentationtoensureaccuracy
- Accuratelyprocess,verify,and/orsubmitdocumentationandorders
- Completeinsuranceverificationtodeterminepatient’seligibility,coverage,co-insurances,anddeductibles
- Obtainpre-authorizationifrequiredbyaninsurancecarrierandprocessphysicianorderstoinsurancecarriersfor approval and authorization when required
- MustbeabletonavigatethroughmultipleonlineEMRsystemstoobtainapplicabledocumentation
- EnterandreviewallpertinentinformationinEMRsystemincludingauthorizationsandexpirationdates
- CommunicatewithCustomerServiceandManagementonanon-goingbasisregardinganynoticedtrendswith insurance companies
- Verify insurance carriers are listed in the company’s database system, if not request the new carrier is entered
- Responsibleforcontactingpatientwhendocumentationreceiveddoesnotmeetpayerguidelinestoprovide updates and offer additional options to facilitate the referral process.
- Meetqualityassurancerequirementsandotherkeyperformancemetrics
- Facilitateresolutiononcustomercomplaintsandproblemsolving
- Paysattentiontodetailandhasgreatorganizationalskills
- Activelylistenstopatientsandhandlestressfulsituationswithcompassionandempathy
- Flexiblewiththeactualworkandthehoursofoperation
- Utilize company provided tools to maintain quality. Some tools may include but are not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System) and “How-To” documents
- DevelopandmaintainworkingknowledgeofcurrentHMEproductsandservicesofferedbythecompany.
- MaintainpatientconfidentialityandfunctionwithintheguidelinesofHIPAA.
- Completesassignedcompliancetrainingandothereducationalprogramsasrequired.
- MaintainscompliantwithActivStyle’sComplianceProgram.
- Assistoperationswithon-callresponsibilitiesasneededduringnon-businesshoursinaccordancewithcompanypolicy.
- Dependingonthegeographicterritoryandsizeofthebranchlocation,mayrequireassistingoperationswithdeliveries.
- RetainknowledgeofandconsistentlyadheretoproceduresfortheuseofPersonalProtectiveEquipment(PPE), infection control and hazardous materials handling.
- Performotherrelateddutiesasassigned.
Competency,SkillsandAbilities:
- Excellent customer service skills
- Analyticalandproblem-solvingskillswithattentiontodetail
- DecisionMaking
- Excellentabilitytocommunicatebothverballyandinwriting
- Abilitytoprioritizeandmanagemultipletasks
- ProficientcomputerskillsandknowledgeofMicrosoftOffice
- GeneralknowledgeofMedicare,Medicaid,andCommercialhealthplanmethodologiesanddocumentation requirements preferred.
- Abilitytoadaptandbeflexibleinarapidlychangingenvironment,bepatient,accountable,proactive,takeinitiative and work effectively on a team.
- Abilitytoapplycommonsenseunderstandingtocarryoutinstructionsfurnishedinwritten,oral,ordiagramform.
- Abilitytoworkindependentlyaswellasfollowdetaileddirectives
- Solidabilitytolearnnewtechnologiesandpossessthetechnicalaptituderequiredtounderstandflowofdata through systems as well as system interaction
- Computer skills including knowledge of Microsoft Officeapplications
EducationandExperienceRequirements:
- High School Diploma or equivalent &
- One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or home medical supplies environment that routinely bills insurance.
PhysicalDemandsandWorkEnvironment:
- Workenvironmentmaybestressfulattimes,asoverallofficeactivitiesandworklevelsfluctuate
- Mustbeabletobend,stoop,stretch,stand,andsitforextendedperiodsoftime
- Subjecttolongperiodsofsittingandexposuretocomputerscreen
- Abilitytoperformrepetitivemotionsofwrists,hands,and/orfingersduetoextensivecomputeruse
- Must be able to lift 5 to 10 pounds periodically as needed.
- Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
- Mental alertness to perform the essential functions of position.
- May be exposed to angry or irate customers or patients
- May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogen.
Amazing Benefits At A Glance:
- Team Driven and Values Based Culture
- Medical, Dental, and Vision Benefits
- Paid Time Off (PTO), Holiday Pay, Sick and Safe Time for Applicable States
- Employee Assistance Program
- Career Growth Opportunities
- 401(k) and Generous Employer Match Opportunity
- $17.00/hour
At ActivStyle we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our team and our community. We are proud to be an equal opportunity workplace and an affirmative action employer.
This employer participates in E-Verify. Following acceptance of any job offer, at the start of employment the employer will provide the federal government Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify is unable to verify your eligibility for employment this employer will provide written instructions to provide an opportunity to contact the appropriate agencies and resolve the discrepancy prior to taking any action against continued employment.
