Referral Support Representative

Referral Service Representative

The Referral Service Representative is responsible for providing customer service by answering phone calls, listening attentively, and ensuring referral needs are met with care and efficiency. This role requires expertise in handling various call types, including tank requests, estimated time of arrival inquiries, pick-up requests, location assistance, order status updates, and pricing inquiries. The representative assists patients in obtaining equipment and services while maintaining company standards for quality and support.

Essential Functions and Job Responsibilities:

Customer Service & Communication:

• Answer all calls and emails in a timely manner, in adherence to established performance goals
• Actively listen to patients and handle stressful situations with compassion and empathy
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on doctor or referral call needs
• Facilitate resolution on referral complaints and problem solving

Product & Service Knowledge:

• Develop and maintain working knowledge of current products and services offered by the company
• Handle various call types including tank requests, ETA inquiries, pick-up requests, location assistance, order status updates, and pricing inquiries

Administrative & Documentation:

• Document all call information according to standard operating procedures
• Verify insurance carriers are listed in the company's database system; if not, request new carrier entry
• Utilize company-provided tools to maintain quality standards

Performance & Quality:

• Apply sound problem-solving skills to address referral concerns and service issues
• Meet quality assurance requirements and other key performance metrics set by Management
• Pay attention to detail and maintain excellent organizational skills
• Maintains patient confidentiality and functions within the guidelines of HIPAA
• Completes assigned compliance training and other education programs as required
• Maintains compliance with AdaptHealth's Compliance Program
• Performs other related duties as assigned

Competency, Skills and Abilities:

• Customer service and communication skills
• Active listening abilities
• Problem-solving and analytical skills
• Attention to detail and organizational capabilities
• Ability to handle stressful situations with compassion and empathy
• Ability to manage multiple call types and inquiries simultaneously
• Computer systems and database management experience
• Ability to learn and utilize company software and tools
• Documentation and record-keeping experience preferred
• Professional demeanor and work ethic
• Commitment to quality patient support
• Ability to work efficiently in a fast-paced environment
• Collaborative approach to teamwork

Requirements:

Education and Experience Requirements:

• High school diploma or equivalent required
• Minimum of 1-2 years customer service experience, preferably in patient services, customer service, call center or referral services – preferably in a healthcare of DME setting
• Successful completion and execution of designated level-up skills

Physical Demands and Work Environment:

• The work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time.
• Subject to long periods of sitting and exposure to computer screen.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Must be able to lift 5 to 10 pounds periodically as needed.
• Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
• Mental alertness to perform the essential functions of position.
• May be exposed to angry or irate customers or patients.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogen.