AdaptHealth, LLC.
Position Summary
Provides exceptional customer service by answering phone calls and ensuring patient needs are met with care and efficiency. Handles variety of call types while representing the company's commitment to quality, compassion, and support.
Essential Functions and Job Responsibilities LEVEL 1 - Patient Service Representative
Answers calls and emails in timely manner, meeting performance goals
Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
Documents call information per standard operating procedures
Answers questions about products, services, retail stores, and general service information
Verifies insurance carriers in database system
Resolves customer complaints with problem-solving approach
Maintains working knowledge of current products and services
Adheres to HIPAA guidelines and maintains patient confidentiality
LEVEL 2 - Patient Service Representative All Level 1 duties plus:
Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
Processes payments, orders, and returns
Troubleshoots equipment issues and provides advanced care solutions
Resolves escalated issues or hands off with clear documentation
Serves as resource to Level 1 representatives for knowledge sharing and skill development
LEVEL 3 – Lead, Patient Service Representative All Level 1 and 2 duties plus:
Serves as subject matter expert and primary resource for team
Conducts new hire training and mentors team members
Handles escalated calls and complex issues with appropriate follow-up
Identifies root causes of service issues and collaborates on process improvements
Prepares reports for leadership and other departments
Supports departmental standards and Patient Experience initiatives
Assists with task coordination and ensures adherence to workflows
Collaborates with supervisor on performance metrics and service excellence
Competency, Skills and Abilities Customer Service & Communication
Deliver exceptional customer service with empathy, patience, and professionalism
Demonstrate active listening and clear verbal/written communication skills
Effectively address patient needs, concerns, and inquiries
Technical Proficiency
Strong problem-solving and analytical thinking abilities
High attention to detail in documentation and data verification
Proficient in computers, Microsoft Office, and database systems
Excellent multitasking and prioritization in fast-paced environments
Professional Attributes
High emotional intelligence to handle stressful situations with compassion
Adaptable and flexible with changing processes and technologies
Self-motivated with ability to work independently and take initiative
Strong team collaboration and cooperative work style
Commitment to continuous learning and professional development
Healthcare Knowledge
Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)
Understanding of healthcare documentation requirements
Compliance & Confidentiality
Strict adherence to HIPAA regulations and patient confidentiality
Full compliance with company policies and referral guidelines
Requirements Education and Experience Requirements
High school diploma or equivalent required
Associate’s degree in healthcare administration, Business Administration, or related field preferred
Previous experience in healthcare, insurance, medical billing, or patient services preferred.
Knowledge of respiratory therapy or DME services preferred.
Level I: (Entry Level):
One (1) year of work-related experience
Level II:
One (1) year of work-related experience plus
Two (2) years exact job experience
Lead Level:
One (1) year of work-related experience plus
Four (4) years exact job experience
Physical Demands and Work Environment Physical Requirements
Ability to sit for extended periods with prolonged computer screen exposure
Must be able to bend, stoop, stretch, stand, and move between sitting/standing positions
Perform repetitive hand, wrist, and finger motions due to extensive computer and phone use
Occasional lifting of 5-10 pounds as needed
Clear speech, hearing ability, and manual dexterity required
Work Environment
High-volume call center environment with fluctuating stress levels
Extended computer and telephone use throughout workday
Potential exposure to angry or upset customers/patients
Possible exposure to hazardous materials, loud noise, temperature extremes
Risk of contact with airborne, bloodborne, or other infectious pathogens
Mental and Communication Demands
Maintain mental alertness to perform essential job functions
Demonstrate empathy, compassion, courtesy, and respect for patient privacy
Effective verbal and written communication skills required
Schedule Requirements
Flexible scheduling to support business hours and after-hours programs as needed
Adaptability to varying work levels and office activity fluctuations
#J-18808-Ljbffr
Essential Functions and Job Responsibilities LEVEL 1 - Patient Service Representative
Answers calls and emails in timely manner, meeting performance goals
Handles standard call types: tank requests, ETA inquiries, pick-up requests, location assistance, order status, pricing inquiries
Documents call information per standard operating procedures
Answers questions about products, services, retail stores, and general service information
Verifies insurance carriers in database system
Resolves customer complaints with problem-solving approach
Maintains working knowledge of current products and services
Adheres to HIPAA guidelines and maintains patient confidentiality
LEVEL 2 - Patient Service Representative All Level 1 duties plus:
Handles advanced call types: oxygen (O2) services, DME, insurance verification/clarification
Processes payments, orders, and returns
Troubleshoots equipment issues and provides advanced care solutions
Resolves escalated issues or hands off with clear documentation
Serves as resource to Level 1 representatives for knowledge sharing and skill development
LEVEL 3 – Lead, Patient Service Representative All Level 1 and 2 duties plus:
Serves as subject matter expert and primary resource for team
Conducts new hire training and mentors team members
Handles escalated calls and complex issues with appropriate follow-up
Identifies root causes of service issues and collaborates on process improvements
Prepares reports for leadership and other departments
Supports departmental standards and Patient Experience initiatives
Assists with task coordination and ensures adherence to workflows
Collaborates with supervisor on performance metrics and service excellence
Competency, Skills and Abilities Customer Service & Communication
Deliver exceptional customer service with empathy, patience, and professionalism
Demonstrate active listening and clear verbal/written communication skills
Effectively address patient needs, concerns, and inquiries
Technical Proficiency
Strong problem-solving and analytical thinking abilities
High attention to detail in documentation and data verification
Proficient in computers, Microsoft Office, and database systems
Excellent multitasking and prioritization in fast-paced environments
Professional Attributes
High emotional intelligence to handle stressful situations with compassion
Adaptable and flexible with changing processes and technologies
Self-motivated with ability to work independently and take initiative
Strong team collaboration and cooperative work style
Commitment to continuous learning and professional development
Healthcare Knowledge
Familiarity with Medicare, Medicaid, and commercial insurance processes (preferred)
Understanding of healthcare documentation requirements
Compliance & Confidentiality
Strict adherence to HIPAA regulations and patient confidentiality
Full compliance with company policies and referral guidelines
Requirements Education and Experience Requirements
High school diploma or equivalent required
Associate’s degree in healthcare administration, Business Administration, or related field preferred
Previous experience in healthcare, insurance, medical billing, or patient services preferred.
Knowledge of respiratory therapy or DME services preferred.
Level I: (Entry Level):
One (1) year of work-related experience
Level II:
One (1) year of work-related experience plus
Two (2) years exact job experience
Lead Level:
One (1) year of work-related experience plus
Four (4) years exact job experience
Physical Demands and Work Environment Physical Requirements
Ability to sit for extended periods with prolonged computer screen exposure
Must be able to bend, stoop, stretch, stand, and move between sitting/standing positions
Perform repetitive hand, wrist, and finger motions due to extensive computer and phone use
Occasional lifting of 5-10 pounds as needed
Clear speech, hearing ability, and manual dexterity required
Work Environment
High-volume call center environment with fluctuating stress levels
Extended computer and telephone use throughout workday
Potential exposure to angry or upset customers/patients
Possible exposure to hazardous materials, loud noise, temperature extremes
Risk of contact with airborne, bloodborne, or other infectious pathogens
Mental and Communication Demands
Maintain mental alertness to perform essential job functions
Demonstrate empathy, compassion, courtesy, and respect for patient privacy
Effective verbal and written communication skills required
Schedule Requirements
Flexible scheduling to support business hours and after-hours programs as needed
Adaptability to varying work levels and office activity fluctuations
#J-18808-Ljbffr