SCHEDULING/CUSTOMER SERVICE REP - UNCHCS HOMECARE ADMIN

UNC Health Care - Raleigh, NC (30+ days ago)4.0


SCHEDULING/CUSTOMER SERVICE REP - UNCHCS HOMECARE ADMIN-OTH01M7Q
Description
Maintains an environment of safety for patients, self and others.

Aids in quick access to care for patients.

Follows supply limit guidelines so as to not under or over supply patients.

Assesses all referrals for urgency by the close of business. All priority referrals or same day requests are processed accordingly.

Follows delivery zone schedule for scheduling deliveries and collaborates with dispatch for an requested exceptions.

Attempts to schedule deliveries two times and if unsuccessful, notified referral source of unsuccessful delivery.

Understands and follows order requirements. Makes sure to always have orders that are detailed as required by licensure or standard of care. Ensures oxygen orders are renewed every year and are not expired.

Includes hospital liaisons in emails about hospital deliveries

Responds promptly to emailed referrals to let the sender know the email was "received".

Ensures proper hand offs for all pending referrals for any anticipated time off so that all referrals are properly managed. Uses designated tools to track pending referrals so that management can identify pending work in case of emergency call outs.

Verifies the delivery address for every home delivery. Makes sure to distinguish between delivery addresses and billing addresses.

Ensures the equipment provided is appropriate for the patient's height and weight.

Verifies insurance for each new request. Checks for same/similar services/items to ensure patient has proper eligibility.

Maintains knowledge of authorization requirements for payers and requests authorization as needed. Details of authorization request are documented in the authorization screen of the EMR.

Tracks pending authorizations for approval and updates the authorization screen appropriately.

Tracks and obtains re-authorizations as needed.

Loads insurances accurately into EMR and selects appropriate insurance for each order.

Uses the "To Do" feature or progress note in CPR+ to notify staff of patient status or insurance changes.

CBA: Sends all CBA referrals to Advanced Homecare for approval as required. Communicates via email to liaisons to have the Advanced consent filled out. Includes the Advanced consent in home delivery packets. Loads Advanced Homecare as the payer. Scans documentation to the share file for new CBA referrals.

Creates Medicaid CMNs for all sale items in the Supporting Documentation tab of CPR+. Tracks Medicaid CMNs for sale items as instructed; and faxes the CMNs to the referring physician.

Calls patients/families for home deliveries prior to printing delivery tickets. During the conversation delivery address and contact phone number are confirmed. If after two unsuccessful attempts are made to contact the patient for a home delivery, and the item is not a priority item, the referral source is notified that the patient could not be reached. For priority items discussion occurs with dispatch to determine if a drive-by is possible.

Coordinates with clinical and warehouse staff on delivery times and method.

Prints 95% of delivery tickets with accurate and appropriate delivery instructions.

Assembles and maintains new patient packets.

Communicates as designated about all pending referrals so that management and dispatch know of delays to care.

Works weekends as designated by management.

Follows time off request policy and call out requirements as designated by management.

Qualifications
Experience: Customer service experience in a health care setting required. One year of related experience or training required. Previous healthcare setting with exposure to data entry required. Requires exceptional customer service and organizational skills. Medical terminology desired. Computer data entry and typing required. Effective communication, word processing, and data entry skills required.

Education: High School graduate or GED. College degree preferred.

Primary Location
United States-North Carolina-Raleigh
Department
REXH-25600-UNCHCS HomeCare Admin
Shift
Day Job