Customer Experience Representative

OVERVIEW OF POSITION: 
HR HealthCare Patient Services Customer Experience Representative supports customer service, patient intake and operations processes by the following duties.  The Customer Experience Representative shows organizational, time management, and communication skills to properly perform their tasks.  Customer Experience Representative reports directly to Customer Experience Manager.

This is an onsite in-office position, Monday through Friday (8:30AM-5:00PM), based at our office located in Orange Beach, AL.

ESSENTIAL FUNCTIONS:

1. Manages Customer Re-orders to ensure prompt delivery of patient products.
   1. Each Customer Experience Representative will be expected to maintain a patient load of approximately 300-600 patients (35 patients contacted per day).
      1. On days that require more than 35 patient contacts, CER will utilize the help of additional CERs/CEL/or OM.
   2. CER will be responsible for reviewing patient files to ensure all documents are present and up to date prior to contacting the patient.  Documents include prescriptions, medical records, patient handouts, and Prior Approvals.
      1. Should any document be within two months of expiration, the CER will notify the patient of the need to ensure they have a Dr. appointment scheduled.
      2. If patient has been seen by a physician, CER will communicate with Medical Records Specialist to ensure medical records and prescriptions are received in a timely manner.
   3. Once Documents are reviewed, the CER will contact the patient to enquire about the need for re-order. 
      1. CER will confirm all products that are needed, the quantity the patient has on hand, whether the patient is in an active Home Health episode, confirm any address or insurance changes prior to order.
   4. After confirmation of Order, the CER will process the Sales Order and Purchase Order and confirm the order has been sent to the appropriate fulfillment agent.

EXPERIENCE:

• Excellent customer experience skills
• Ability to make ~35 outbound phone calls a day to patients
• Medical office and, or healthcare administration experience preferred
• High level of Verbal Communication Skills Required
• Data Entry (Experience with Brightree or Epic preferred)
• Maintaining confidential patient files and medical records
• Dependability
• Organization
• Independence
• Team player
• Microsoft Office Skills (Word, Excel, Outlook)