Customer Service Representative - Home Health Care – Detroit – Contingent

Admin Support (Non-Clinical)

Under general supervision of the Leader of Central Intake and following routine procedures, implements and coordinates Home Health Care admission processes. Responsible for the daily compilation and entry of demographic and operational information in Epic. Acts as a mentor and instructs others in the development of skills necessary for the position.

Principle Duties And Responsibilities:

• Ensures the timely and accurate coordination of patient admission processes
• Prepares, completes and ensures the accuracy of Home Health Care's admission log
• Coordinates insurance issues with insurance verification staff during the admission process to ensure reimbursement for services.
• Identifies barriers to the admission process and promptly reports the barriers to leadership
• Promptly and accurately confirms receipt of all Home Health Care admissions with referral sources
• Utilizes information system resources, e.g., Epic, Allscripts, etc. to assist with identification of issues in the Home Health Care admission process
• Communicates with Home Health Care referral sources to clarify issues and ensure effective and timely admission processes.
• Functions as a liaison between referral sources and Home Health Care departments
• Receives and screens telephone calls and handles problems within scope of responsibility. Refers other phone calls to appropriate parties
• Seeks assistance and communicates with leadership staff when follow up is required or issues are beyond scope of responsibility
• Acts as a resource to Home Health Care staff regarding admission processes
• Assists in compiling, preparing and maintaining special and routine spreadsheets and written workflows in relation to admission processes
• Provides routine clerical services such as keyboard entries, scanning, faxing, photocopying and maintaining records and files
• Maintains a safe work environment and practices personal safety techniques to prevent injury to self and others.
• Complies with corporate and divisional policies and procedures
• Performs other related duties as assigned or requested

Education/Experience Required:

• Requires a high school diploma or GED. College coursework in business or related field preferred
• Requires the ability to accurately type and demonstrate proficiency with a personal computer.
• Requires strong communication, organizational and interpersonal skills in order to positively interface with all internal and external customers
• Requires the ability to perform simple mathematical calculations and operate basic office equipment
• Requires the analytical ability to gather data, compile reports, work on special projects, etc.

Certifications/Licensures Required:

• Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy
• Must practice the customer skills as provided through on-going training and in-services.

Physical Demands/Working Conditions:

• Works in a normal office environment where there is little discomfort due to noise, heat, dust, etc.
• Works on a desktop computer and printer/scanner/copier
• May drive to and from various offices located in the Detroit Metropolitan area in varied weather and traffic conditions
• May need to lift, bend, stoop, climb or otherwise be physically active in the course of job duties