Bilingual Patient Support Representative; REMOTE​/Spanish Speaking

Overview

Overview The Patient Support Representative handles inbound calls from our patients and their family members, providing information and responding to their inquiries with patience, empathy, and efficiency. The Patient Support Representative is responsible for accurate and detailed database entry based on complete information collected and updated on a regular basis. This is a remote position that demands strong organizational and communication skills, attention to detail, and dedication to delivering outstanding patient support.

• Inbound Patient Calls:
  Handling inbound patient calls and providing effective information and solutions about products or services.
• Data Entry:
  Enter demographics and other pertinent information into the digital system, validating the accuracy of all patient information.
• Insurance Verification:
  Verify insurance coverage on file.
• Patient Needs Assessment:
  Identify patients’ needs, clarify information, research issues, and provide solutions. Respond to inquiries in a thorough, timely, and courteous manner.
• Documentation:
  Responsible for creating, reviewing, and maintaining accurate medical documentation in accordance with regulatory standards and organizational policies. Ensure all patient interactions, clinical assessments, and care plans are properly documented. Processes telephone orders by preparing patient paperwork.
• Financial Responsibility:
  Discuss patient responsibility and documentation required for billing of services.
• Delivery/Setup Coordination:
  Coordinate the delivery and set-up of equipment, supplies, and services with appropriate departments. Ensure deliveries and set-ups can be arranged in a timely manner.
• Formula Calculation:
  Proficiently calculate formulas as required.
• Performance Metrics:
  Meet daily, monthly, and quarterly metrics and goals set by management.
• Interdepartmental Communication:
  Communicate effectively with other departments to present solutions to patient concerns.
• Patient Communication:
  Serve as the primary point of contact for patients regarding backorders, supply chain interruptions, and service disruptions. Clearly and empathetically communicate expected timelines, resolutions, and alternative solutions, ensuring all parties are informed promptly. Proactively escalate issues when necessary, collaborate with internal teams to mitigate delays, and maintain a high standard of customer satisfaction through timely follow-ups and professional communication.
• Compliance:
  Ensure work meets internal and external compliance requirements, maintaining confidentiality and adhering to HIPAA guidelines/regulations.
• Clerical Tasks:
  Perform various clerical tasks including faxing, scanning, and copying.
• Support Company Culture:
  Demonstrate core values such as compassion, team integrity, accountability, trust, innovation, compliance, and fun, supporting the Aveanna mission and culture.
• Continuous Improvement:
  Maintain skills and qualifications necessary to provide or support quality care, including attending company-wide educational programs.
• Professional Interactions:
  Maintain consistent and harmonious interactions with coworkers and customers, including patients, medical office staff, vendors, and the general public. Must be able to de-escalate situations when needed.
• Policy Adherence:
  Comply fully with company policies and procedures upon employment.
• Work Hours:
  
  This position requires flexibility in work hours, with a standard schedule that may include evenings and weekends to meet the needs of our patients and ensure continuous support.
• Time and Attendance:
  Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
• Other Duties as Assigned:
  Complete additional responsibilities as required to support team objectives and operational needs.
• Remote Work Requirements:
• Workspace:
  Maintain a quiet, dedicated workspace free from non-work-related distractions.
• Professional Appearance:
  Employees are expected to maintain professional appearance and a camera-ready presence during working hours. In order to foster engagement and connection, employees are expected to be on camera during scheduled meetings or team discussions.
• Dependent Care:
  Working remotely is not intended as a substitute for childcare or other caregiving obligations.
• Internet Connectivity:
  Ensure appropriate internet speed to handle call center software and communication needs (typically a minimum of 100 Mbps download and 50 Mbps upload speeds).
• Security:
  Adhere to company data security policies, ensuring a secure work environment to protect patient information.
• Communication:
  Maintain regular communication with the team through virtual meetings, email, telephone and instant messaging tools.
• Self-Management:
  Demonstrate strong self-management skills, including time management, accountability, and discipline to stay productive without in-person supervision.
• Technical Support:
  Be proactive in resolving…