Experience

Roberts Home Medical, Inc.

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Community Liaison

  • May 2013 - Present

  • Educates facility staff on insurance guidelines.• Assists customers during product inquiries and provides instructions on proper and safe use of equipment.• Obtains necessary medical documentation required to bill for services provided.• Trains the physicians and referrals on requirements of medical documentation needed to ensure clean, prompt and safe hospital discharge.• Coordinates and educates various nursing home staff members on proper qualifications needed to enable patient to receive proper medical coverage for equipment required.• Provides accurate communications to ensure timely delivery of equipment and services for the customer working diligently and expeditiously.• Works as an advocate for each customer providing complete follow ups.• Communicates and coordinates on timely basis to ensure appropriate product levels are maintained in the consignment closets throughout the hospital.• Independently responds to all online store inquiries and processing requests for equipment.• Researches and responds to customer inquiries providing appropriate information and product solutions.• Coordinates all home deliveries with client to insure continuity of care.• Committed to high performance through outstanding attendance and overall dependable work habits. Show less

• Customer Service Team Lead

  • Sep 2011 - May 2013

  • Provided leadership for staff involved with order processing, incoming and outgoing phone calls to and from customers; both referral and patients.• Generated daily, weekly and monthly reports to monitor accuracy. Reviewed and monitored volume and accuracy of orders processed, phone calls and account follow up.• Interacted daily with other departments to maintain and build positive relationships to help with problems solving and improve efficiency.• Provided problem solving recommendations including creating final resolutions including a plan of action.• Supported Customer Service Representatives by assisting them with their work load when needed. As a role model for excellent customer service, inspired and motivated team to provide quality service.• Selected appropriate medium to convey information, ideas and results considering the need for confidentiality and privacy. Prepared information in format appropriate for specific purpose. Communicated information in a timely, clear, and concise manner projecting a professional image in communication. Show less

• Authorization/Documentation Coordinator

  • May 2009 - Sep 2011

  • Completes certificate of medical necessity form for Medicaid for States of Virginia and Maryland. Certificate is completed based on information provided by physicians and/or medical facility for review and approval. Communication and listening skills are essential for documentation of accurate information.• Upon approval of medical necessity form I update system and mail Medicaid forms as required.• Work on suspended report to resolve outstanding pending authorizations.• Follow up on requests from insurance companies for additional required documentation after submission of report for reauthorization.• Requests authorization extensions for items customers need with prior approval.• Reviews initial and re-authorization reports weekly to follow up on outstanding authorization requests.• Obtain initial medical certificate for VA Medicaid for States of Virginia and Maryland.• Maintains excellent work ethics to ensure daily requirements are met in a timely fashion. Work is proactively completed.• Verbally coach and mentor staff when requested.• Provides excellent customer service to internal and external employees and customers. Show less