Job Details

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. This is a remote position that demands strong organizational and communication skills, attention to detail, and dedication to delivering outstanding patient support.

Essential Job Functions:

• Inbound Patient Calls: Handling inbound patient calls and providing effective information and solutions about products or services.
• Data Entry: Enter demographics and other pertinent information into the digital system, validating the accuracy of all patient information.
• Insurance Verification: Verify insurance coverage on file.
• Patient Needs Assessment: Identify patients' needs, clarify information, research issues, and provide solutions. Respond to inquiries in a thorough, timely, and courteous manner.
• Documentation: Responsible for creating, reviewing, and maintaining accurate medical documentation in accordance with regulatory standards and organizational policies. Ensure all patient interactions, clinical assessments, and care plans are properly documented. Processes telephone orders by preparing patient paperwork.
• Financial Responsibility: Discuss patient responsibility and documentation required for billing of services.
• Delivery/Setup Coordination: Coordinate the delivery and set-up of equipment, supplies, and services with appropriate departments. Ensure deliveries and set-ups can be arranged in a timely manner.
• Formula Calculation: Proficiently calculate formulas as required.
• Performance Metrics: Meet daily, monthly, and quarterly metrics and goals set by management.
• Interdepartmental Communication: Communicate effectively with other departments to present solutions to patient concerns.
• Patient Communication: Serve as the primary point of contact for patients regarding backorders, supply chain interruptions, and service disruptions. Clearly and empathetically communicate expected timelines, resolutions, and alternative solutions, ensuring all parties are informed promptly. Proactively escalate issues when necessary, collaborate with internal teams to mitigate delays, and maintain a high standard of customer satisfaction through timely follow-ups and professional communication.
• Compliance: Ensure work meets internal and external compliance requirements, maintaining confidentiality and adhering to HIPAA guidelines/regulations.
• Clerical Tasks: Perform various clerical tasks including faxing, scanning, and copying.
• Support Company Culture: Demonstrate core values such as compassion, team integrity, accountability, trust, innovation, compliance, and fun, supporting the Aveanna mission and culture.
• Continuous Improvement: Maintain skills and qualifications necessary to provide or support quality care, including attending company-wide educational programs.
• Professional Interactions: Maintain consistent and harmonious interactions with coworkers and customers, including patients, medical office staff, vendors, and the general public. Must be able to de-escalate situations when needed.
• Policy Adherence: Comply fully with company policies and procedures upon employment.
• Work Hours: This position requires flexibility in work hours, with a standard schedule that may include evenings and weekends to meet the needs of our patients and ensure continuous support.
• Time and Attendance: Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.

• Other Duties as Assigned: Complete additional responsibilities as required to support team objectives and operational needs.

• Remote Work Requirements:
• Workspace: Maintain a quiet, dedicated workspace free from non-work-related distractions.
• Professional Appearance: Employees are expected to maintain professional appearance and a camera-ready presence during working hours. In order to foster engagement and connection, employees are expected to be on camera during scheduled meetings or team discussions.
• Dependent Care: Working remotely is not intended as a substitute for childcare or other caregiving obligations.
• Internet Connectivity: Ensure appropriate internet speed to handle call center software and communication needs (typically a minimum of 100 Mbps download and 50 Mbps upload speeds).
• Security: Adhere to company data security policies, ensuring a secure work environment to protect patient information.
• Communication: Maintain regular communication with the team through virtual meetings, email, telephone and instant messaging tools.
• Self-Management: Demonstrate strong self-management skills, including time management, accountability, and discipline to stay productive without in-person supervision.
• Technical Support: Be proactive in resolving technical issues and communicate promptly with IT support if needed.
• In-Office Requirements (This applies only to employees who have additional responsibilities in an Aveanna office):

• Office Management: Ensure a well-organized and efficient office environment, overseeing daily operations and addressing any administrative needs.
• Temperature Checks for Enteral Formula: Conduct regular checks to verify that enteral formula is stored at safe temperatures, meeting quality and safety standards.
• Fire Extinguisher Maintenance: Perform periodic maintenance checks on fire extinguishers to comply with safety regulations and ensure emergency readiness.
• Inventory Management: Track and manage inventory of supplies and equipment, ordering as necessary and keeping accurate records to maintain stock levels.
• Clean/Dirty Equipment Area Maintenance: Maintain designated areas for clean and dirty equipment, following health and safety protocols to prevent cross-contamination.

• Customer, Vendor, and Surveyor Assistance: Provide a positive and responsive experience for customers, vendors, and surveyors, addressing inquiries, offering guidance, and facilitating visits as needed.

Position Qualifications:

• Minimum Education: High school diploma or GED
• Preferred Education: Associates Degree in medical office management or related
• Minimum Experience: Two years in a related administrative/customer service role or high-volume inbound call center; healthcare or medical office and 6 months working with healthcare insurance.
• Preferred Experience: Insurance authorization and/or precertification. Knowledge of home health, DME and Enteral nutrition products. Previous call center experience preferred.
• Required Certification/License: None
• Preferred Certification/License: None

Supervises: None

Special Skills:

• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Self-starter with high integrity and respect for confidentiality.
• Effective judgment and sensitivity to changing needs and situations.
• Strong organizational skills and attention to detail.
• Strong sense of urgency and ability to prioritize multiple tasks to meet deadlines.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Adaptability to change.
• Collaborative interaction with other departments and teams.

Physical Demands/Requirements:

• Must be able to speak, write, read and understand English
• Occasional lifting, carrying, pushing and pulling of 10 pounds
• Prolonged walking, sitting, standing, bending, kneeling, reaching, twisting
• Must be able to sit and climb stairs
• Must have visual and hearing acuity
• Must have strong sense of smell and touch

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