The Sr. Customer Service Associate is responsible for providing customer services to patients referred to Carefluent Connect. In this role, you will be responsible for coordinating, entering, and reviewing prescription orders for fulfillment, scheduling appointments, and communications with patients. The candidate selected for this position will have outstanding customer service skills, such as excellent communication, ability to multitask, be a team player, and have a customer focused attitude.
Responsibilities of the Customer Service Representative include the following:
Report any misconduct, suspicious or unethical activities to the Compliance Officer.
Represent Carefluent Connect in a professional and courteous manner in all interactions with patients.
Intake information from referral sources and patients in a professional, knowledgeable, and courteous manner.
Route patient referrals to the appropriate department or individual(s) in Carefluent Connect.
Communicate patient information necessary to schedule durable medical equipment services.
Determine correct resolution to patient complaints; take corrective action, and monitor results.
Prepare and secure Certificates of Medical Necessity (CMNs).
Establish and maintain patient records.
Communicate with billing department to ensure proper billing to insurance companies, contracts, other third-party payers and patients for all products and services delivered; maintain accurate billing records.
Receive calls from new patients and referral sources and document all customer communications.
Assist billing department with the verification of insurance coverage for new customers.
Assist billing department with the re-verification of insurance coverage for current customers
Participate in surveys conducted by authorized inspection agencies.
Participate in Carefluent Connect's Performance Improvement program as requested by the Performance Improvement Coordinator.
Participate in company committees when requested.
Participate in in-service education programs provided by Carefluent Connect.
Perform other duties as assigned by supervisor.
Your Department: You will be working for Carefluent Connect, a wholly owned, for-profit, subsidiary of Vanderbilt University Medical Center. Our vision is to support health and care by offering a coordinated, efficient and effective approach to the provision of services; personalized to meet the needs of the patient. Our primary service line is supporting the DME needs of our patients as they transition from VUMC care into the home. The vision of Carefluent Connect is to try to fill gaps in serving the needs of patients. When a clinician deems that home equipment or supplies are required, and a patient chooses us to provide the service, we'll ensure continuity of care no matter where the patient is.
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Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.