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Advanced Care Specialist at AdaptHealth, Remote (Global)

The primary focus of the Advanced Care Specialist is to successfully guide patients through AdaptHealth using a patient-centered approach and effective communication. They respond to patients’ needs in a way that is helpful and exceeds expectations to provide an exceptional customer or patient experience at each interaction. The primary goal is to collaboratively work with patients to positively affect their health outcomes, providing the right products and services at the right time while maintaining alignment with organizational goals and objectives.

Duties:

• Responsible for sending letters to patients when contact cannot be made.
• Consistently answers emails concerning patients’ needs promptly.
• Follows through on emails/phone calls until the patient is taken care of.
• Communicates appropriately and professional manner with internal and external customers.
• Makes recommendations for equipment that will improve the quality of care as appropriate.
• Successfully troubleshoots concentrator and other equipment problems over the phone.
• Verifies or obtains alternate contact information.
• Verifies delivery address, delivery instructions and telephone number for all orders.
• Review’s documentation to make sure it is valid prior to processing an order.
• Understands and utilizes the most cost-effective delivery method for items ordered.
• Documents accounts with any delivery expectations and requests.
• Uses standard note formats and notates contact with patient or family.
• Chooses the appropriate location for order routing.
• Routes non-care team orders to appropriate department or regional branch to fulfill.
• Complete all orders received via CMB, email, fax, or phone in a timely manner.
• Through daily work activities identifies trends, either system or process driven, that can be changed or modified to improve efficiency and create cost savings.
• Supports the achievement of departmental and organizational goals by assisting co-workers in completion of call schedules and other assigned tasks.
• Is actively involved in team activities, evidenced by participation, mentoring, and training with co-workers.
• Assists in the development and maintenance of reference materials for use by staff and facilitates the sharing of information.
• Escalates patient concerns to supervisor.

Competency, Skills and Abilities:

• Decision making, analytical and problem-solving skills with attention to detail.
• Strong verbal and written communication
• Strong organizational skills with ability to follow through.
• Ability to work independently as well as follow detailed directives.
• Job Title: Advanced Care Specialist FLSA Classification: Non-Exempt
• Ability to recognize weakness in existing systems and processes, track results, and offer creative solutions.
• Ability to prioritize and manage multiple tasks.
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.
• Computer skills including knowledge of Microsoft Office application

Minimum Job Qualifications:

• High School Diploma or equivalent
• One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience.
• Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or home medical supplies environment that routinely bills insurance.

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.