The Inside Sales Specialist is responsible for ensuring continuity between the patients, clinics, community, physician practice and the home setting to maximize patient satisfaction of services. Increasing sales, billed revenue, and new patients in accordance with department goals. Optimize patient safety, comfort, and well-being; to improve awareness and confidence among healthcare professionals, physicians and patients regarding current options and capabilities; to coordinate referrals to ensure timely admission and appropriate patient care based on referrals. Additionally, responsible for obtaining, processing, and complete complex orders with accurately and timely to ensure patient needs are met.
Essential Functions and Job Responsibilities:
Effectively working through a high volume of outbound calls in a fast-paced environment
Generates a steady stream of referrals through researching various sales and marketing sources, selling all
offered services
Develop long term relationships with patients, families, referrals, clinics, etc. through cold calling, problem solving with insurance companies, follow-up, and integrity
Partner with Marketing department to develop or enhance educational literature for patients, families, physicians, clinics, etc.
Obtains all required information and medical documentation to ensure complete, accurate and timely processing of supply program orders. Validate codes and fees to assure there is coverage under the patient's policy
Obtain Insurance authorizations when required by the Insurance and obtains physician order signatures as need ed
Discusses coverage guidelines with patients/referral sources and arranges for payment of non-covered items.
Suggests alternative equipment as warranted based on reimbursement limitations
Contact patients to explain benefits and financial responsibility for services and assist them with questions regarding their insurance coverage
Contact referral sources and patients to discuss any problems or delays encountered during insurance verification
Assures that diagnoses and disease-state warrant the need for prescribed durable medical equipment (DME) from a reimbursement standpoint. Suggests additional equipment if warranted based on diagnoses or makes appropriate recommendations
Understands issues related to the most cost-effective delivery method for DME ordered
Maintains working knowledge base regarding billing, documentation, and reimbursement guidelines/ issues, including but not limited to Medicare, Medicaid, Other Third Party, and contracted payers
Assist patients and referrals in finding an alternative provider if service is not covered by insurance
Prioritize urgent or emergency orders
Validate and Log CMNs and PARs as needed
Acts as a resource to all external customers to facilitate resolution of AH patient issues in coordination with members of the operational teams within AH to assure optimal patient and referral source outcomes Acts as a resource for referral source staff regarding Medicare, Medicaid and private insurance documentation and reimbursement guidelines related to DME/RT equipment and services
Identifies programs or initiatives that potentially could increase company revenues, decrease costs, and/or increase customer satisfaction
Knows when to appropriately use best judgment with patients/referral sources during conflicts
Contributes to creative problem-solving and decision-making within the branch marketing team to achieve marketing/sales goals
Expresses confidence in ability to diagnose, develop and carry out solutions to customer complaints
Makes appropriate service-related decisions by reviewing all relevant medical information and facts, exploring all medical alternatives
Knows when to appropriately use consensus and/or independent decision-making styles
Identifies and clearly communicates to sales and operations the needs of hospital and physician referral
sources
Promotes teamwork within branch sales and operational teams by adapting to necessary changes in operational needs
Utilizes team/company communication systems to report and process requested information
Shares information and expertise with colleagues to enable them to carry out their role more effectively Participates in team meetings as requested
Maintain patient confidentiality and function within the guidelines of HIPAA
Completes assigned compliance training and other educational programs as required Maintains compliant with AdaptHealth's Compliance Program Perform other related duties as assigned.
Competency, Skills and Abilities:
Excellent verbal and written communication skills
Excellent presentation skills
Excellent customer service skills
Product knowledge
Motivation for sales
Ability to work independently and with a team
Strong analytical and problem-solving skills with attention to detail
Ability to prioritize and manage multiple projects
Possess mental alertness and ability to properly treat confidential information. Proficient computer skills and knowledge of Microsoft Office
Requirements
Education and Experience Requirements:
High School Diploma required; Associate Degree from an accredited college is preferred
One (1) year work related in health care, administrative, insurance, customer services, or management regardless of industry
B2B or B2C Sales preferred
Physical Demands and Work Environment:
This is a full-time, on-site position. Regular on-site attendance at the assigned work location is required.
The position is performed in an on-site call center/office environment, which includes noise from surrounding conversations and calls and general workplace activity.
Employees work in a shared, open workspace and may be exposed to bright overhead lighting and call center noise.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Must be able to bend, stoop, stretch, stand, and sit for extended periods.
Ability to perform repetitive motions of wrists, hands and/or fingers due to extensive computer use.
Work environment may be stressful at times, as overall office activities and work levels fluctuate.
Subject to long periods of sitting and exposure to computer screen.
May be exposed to angry or irate customers, patients, or referral sources.
Ability to utilize a personal computer and other office equipment.
Must be able to lift 30 pounds as needed.
Physical and mental ability to provide clinical assessments
Excellent ability to communicate both verbally and in writing