Customer Care Specialist HME DME

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The future is full of possibilities. At Banner Health, we're excited about what the future holds for health care. That's why we're changing the industry to make the experience the best it can be. Our team has come together with the common goal: Make health care easier, so life can be better. The future of health care starts here. If you're ready to change lives, we want to hear from you. Apply today

Banner Home Medical Equipment is one of the top providers in Maricopa County, and have expanded to Pima County market in 2019. Services we provide are Respiratory, Sleep and Ventilation services, Photo Therapy, Negative Wound Pressure Therapy, Orthotic and Prosthetics, Durable Medical Equipment, Enteral Nutrition, Ostomy, and Wound Care Supplies. We service over 100,000 customers each year and anticipate additional growth in the coming year. We are accredited by The Compliance Team and have consistently achieved three year certifications for all lines of service. We are excited to announce the impending opening of a new PAP clinic for Banner Home Medical Equipment in Central Phoenix. Join a fast growing post-acute services agency in AZ!

As a Customer Care Specialist, you will be working in a centralized call center team environment which is located in Gilbert, AZ. This is an opportunity to explore career growth at Banner Home Medical Equipment (HME) which is part of the Banner Post-Acute Services agency! You will act as a liaison between local patient care services, physicians, hospitals, third party payers, and other community agencies to provide quality patient care! The schedule is Mon-Fri, 9am-6pm.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life

Ranked in the top 25 percent of all home care agencies in the United States, Banner Home Care is the largest nonprofit, free-standing home care agency in Arizona. We provide intermittent health care for patients of all ages in the comfort of their home. Our home care team is experienced, compassionate and professional, and the results prove that Banner Home Care measures better than the national and Arizona average in almost all Medicare Quality Compare patient satisfaction results. Banner Hospice have been providing comfort care for the past 10 years in the Phoenix Metro area. The goal is to support quality of life, honor the wishes of patients, maintain the dignity of the individual and support the family through their grieving process. Inpatient Home care is also available for respite care and symptom management. The Banner Hospice Team can provide comfort to the patient and family by alleviating symptoms, by providing meaningful help and by creating an environment to develop lasting final memories.

POSITION SUMMARY
This position is responsible for providing customers and referrals support and information to support orders and request. This position is responsible for accurate and thorough processing of order request through verification while meeting time sensitive expectations.

CORE FUNCTIONS
1. Handles incoming requests for referrals for new orders and refills. Receives and verifies requests and referrals, initiates insurance verification and gathers all information necessary for pre-certifications, authorizations, and certificates of medical necessity. Provides on-going follow-up of requests up to, and following, patient discharge.

2. Builds equipment order using information in patient medical record to coordinate patient services. Ability to review and offer alternate product support and suggestions to improve patient care and quality outcomes.

3. Provides verbal and written instructions to patients, families, and coordinating resources regarding provision of products and services, reimbursement and patient financial responsibility.

4. Performs data entry of patient intake information into computer system and records insurance information and authorization requirements and notes in the computer system.

5. Coordinates delivery of requested services and referrals as appropriate. Coordinates with dispatch, warehouse and clinical staff to ensure product availability and sets delivery expectations with patients and providers.

6. Facilitates problem solving with patients, hospitals, providers, referral sources, insurance companies, and clinical staff. Assists in the maintenance and communication of changing payer and referral source information specific to coordination of patient needs.

7. Incumbents in this position have extensive interaction with internal departments and external sources to coordinate patient services. Must be familiar with products and services offered in the surrounding community as well as within the company. The position does not develop or manage a budget.


MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge. Requires literacy and basic math skills.

Must have a working knowledge of medical terminology and have familiarity with hospital operations. Must possess excellent organizational and interpersonal skills.

Must be proficient with commonly use office software products and possess the ability to learn new software applications.

PREFERRED QUALIFICATIONS

Previous experience in a healthcare setting preferred.

Additional related education and/or experience preferred.