AdaptHealth provides home-based healthcare solutions focused on respiratory care, sleep health, diabetes management, and wellness. Its services include CPAP devices, oxygen equipment, diabetes supplies, and other medical products that help patients manage everyday health needs at home. The company combines broad healthcare operations with patient support, fulfillment, and online service, creating opportunities for professionals interested in healthcare delivery, medical equipment, logistics, manufacturing, and customer care.
Remote Customer Service Specialist
Support AdaptHealth patients remotely by verifying insurance, processing referrals and orders, and answering service questions.
Description
- Build and maintain familiarity with company products and services.
- Respond promptly to incoming calls and emails, and place outbound calls.
- Record call details in accordance with standard procedures.
- Answer questions about products, services, retail locations, and service lines.
- Process orders, direct calls to the appropriate teams, and follow up with customers.
- Check required documents for accuracy.
- Process, verify, and submit documents and orders.
- Verify insurance to determine patient eligibility, coverage, coinsurance, and deductibles.
- Secure prior authorization when required and submit physician orders to insurers.
- Use multiple online EMR systems to retrieve relevant documentation.
- Enter and review EMR details, including authorizations and expiration dates.
- Share insurance company trends with Customer Service and Management.
- Check that insurance carriers are in the company database and request additions as needed.
- Contact patients about documents that do not meet payer guidelines, provide updates, and discuss referral options.
- Meet quality assurance standards and performance targets.
- Address customer complaints and resolve service issues.
- Use company resources such as authorization and insurance guidelines, fee schedules, NPI, PECOS, and how-to documents.
Requirements
- High school diploma or equivalent.
- At least one year of related experience in healthcare administration, finance, insurance customer service, claims, billing, call center work, or management; experience may be from any industry.
- Senior-level candidates need two years of related experience, including one year in the exact role.
- Proficiency with computers and Microsoft Office.
- Ability to learn new technologies and understand how data flows between systems.
- General knowledge of Medicare, Medicaid, and commercial health plan processes and documentation is preferred.
- Strong customer service skills.
- Analytical and problem-solving ability with careful attention to detail.
- Strong verbal and written communication skills.
- Ability to prioritize and handle multiple tasks.
- Ability to work independently and collaboratively.
- Flexibility and adaptability in a rapidly changing environment.
- Patience, accountability, initiative, proactivity, and effective teamwork.