Introduction to WavelengthWorks At WavelengthWorks, we are dedicated to providing full-service home medical equipment products and services that empower patients to live their best lives – out of the hospital and in the comfort of their own homes. As a leader in the healthcare industry, we are committed to making a profound impact on the quality of patients' lives. Our team is passionate about delivering exceptional support and care, and we are actively recruiting talented individuals to join our mission. If you are passionate about making a difference in the lives of others, we invite you to apply for our Customer Service Specialist role and become a part of our dynamic team. Job Overview As a Customer Service Specialist at WavelengthWorks, you will play a vital role in ensuring successful service for our patients. You will work in a fast-paced environment, answering inbound calls and making outbound calls to provide exceptional support and care to our patients. Your responsibilities will include obtaining, analyzing, and verifying the accuracy of information received from referrals, creating orders, and scheduling patients to receive equipment as ordered by their doctors. You will also educate patients on their financial responsibility when applicable, ensuring that they are well-informed and empowered to make informed decisions about their care. Key Responsibilities Develop and maintain a working knowledge of current products and services offered by WavelengthWorks Answer all calls and emails in a timely manner, adhering to goals and standards Document all call information according to standard operating procedures Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs Process orders, route calls to appropriate resources, and follow up on customer calls where necessary Review all required documentation to ensure accuracy and completeness Accurately process, verify, and/or submit documentation and orders Complete insurance verification to determine patient eligibility, coverage, co-insurances, and deductibles Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required Navigate through multiple online EMR systems to obtain applicable documentation Enter and review all pertinent information in EMR system, including authorizations and expiration dates Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies Verify insurance carriers are listed in the company's database system, and request new carriers be entered if necessary Contact patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process Meet quality assurance requirements and other key performance metrics Facilitate resolution on customer complaints and problem-solving Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: High School Diploma or equivalent One (1) year of work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry Excellent customer service skills, with the ability to communicate effectively and empathetically with patients and families Analytical and problem-solving skills, with attention to detail and the ability to prioritize and manage multiple tasks Proficient computer skills and knowledge of Microsoft Office Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems and system interaction Preferred Qualifications While not required, the following preferred qualifications will be considered an asset: General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements Experience working in a Medicare-certified environment Senior-level experience, with two (2) years of work-related experience and one (1) year of exact job experience Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to work effectively with patients, families, and healthcare professionals Strong analytical and problem-solving skills, with the ability to think critically and make informed decisions Ability to prioritize and manage multiple tasks, with a focus on attention to detail and accuracy Proficient computer skills, with the ability to learn new technologies and systems Strong organizational and time management skills, with the ability to work in a fast-paced environment Ability to work independently and as part of a team, with a focus on collaboration and teamwork Career Growth Opportunitie