Patient Support Representative (IN OFFICE)

Aveanna Healthcare is the largest provider of home care to thousands of patients and families, and we are looking for caring, compassionate people who are driven to fulfill our mission to revolutionize the way pediatric healthcare is delivered, one patient at a time.

At Aveanna, every employee plays an important role in bringing our mission to life. The ongoing growth and success of Aveanna Healthcare remain dependent on our continued ability to consistently deliver compassionate, committed care for medically fragile patients. We are looking for talented and committed individuals in search of a rewarding career with a company that values Compassion, Integrity, Accountability, Trust, Innovation, Compliance, and Fun.

Position Overview

The Patient Support Representative handles inbound calls from our patients and their family members, providing information and responding to their inquiries with patience, empathy and efficiency. The Patient Support Representative is responsible for accurate and detailed database entry based on complete information collected and updated on a regular basis.

The starting pay for our Patient Support team is $19.00 per hour, with a $250 weekly stipend for additional in-office duties. In addition to compensation, our full-time employees are eligbile to receive the following competitive benefit package including: Health, Dental, Vision, Life and many other options, 401(k) Savings Plan with Employer Match, Employee Stock Purchase Plan!

*Please Note: This Position is an In-Office Opportunity* 

Essential Job Functions
• Handling inbound patient calls, providing effective information and solutions about products or services.
• Ability to identify and analyze patients’ concerns and provide recommendations or solutions.
• Responds to inquires in a thorough, timely and courteous manner.
• Timely processing/facilitation; processes telephone orders by preparing patient paperwork.
• Verifies insurance and/or other method of payment.
• Relay insurance coverage and patient responsibility to referral sources, sales team and patient.
• Discuss patient responsibility and documentation required for billing of services.
• Completes all necessary paperwork and data entry in an accurate and efficient manner to facilitate the accounts receivable and delivery of the order placed.
• Coordinates the delivery and set-up of equipment, supplies and services with appropriate departments.
• Ensures deliveries and set-ups can be arranged in a timely manner.
• Accurately and clearly documents all activity in patient records maintaining privacy of information in compliance with HIPAA and other applicable rules and regulations.
• Resolves patient concerns by identifying problems and works with supervisor to coordinate appropriate corrective action.
• Support the Aveanna mission and culture by demonstrating our core values; compassion, team integrity, accountability, trust, innovation compliance and fun.
• Adhere to the Aveanna Compliance Program, including following all regulatory, Aveanna and accrediting agency policy requirements.
• Maintain the skills and qualifications necessary to provide or support quality care, including attendance at company-wide educational programs.
• Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records. 
• Responsible for harmonious interactions with coworkers and customers, including patients, medical office staff, vendors and the general public.
• Upon employment, all employees are required to fully comply with Company’s policies and procedures. 

Additional responsibilities of this position may include;

• Assist with office site visits and audits as necessary by the state of North Carolina and/or any government agency
• Oversight of minimal inventory and equipment as well as communicate when inventory levels are low
• Answering phones professionally, taking messages and resolving issues as necessary
• Maintaining a safe and clean office environment

Requirements
• Minimum Education: High school diploma or GED
• Minimum Experience: Two years in a related administrative/customer service role; healthcare or medical office and 6 months working with healthcare insurance.

Preferences
• Preferred Education: Associates Degree in medical office management or related

• Preferred Experience: Insurance authorization and/or precertification. Knowledge of home health, DME and Enteral nutrition products.

Other Skills/Abilities

• Proficient in Microsoft suite of products including Outlook, Word and Excel.

• Strong basic math and accounting skills.

• Strong critical thinking and problem solving skills.

• Must possess a strong sense of urgency and attention to detail. Excellent written and verbal communication skills.

• Proven ability to work independently at times and within a team.

• Ability to adapt to change. Demonstrated ability to prioritize multiple tasks to meet deadlines.

• Demonstrated ability to interact in a collaborative manner with other departments and teams.
• Must be able to speak, write, read and understand English. Proficient in Spanish a PLUS.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity and Affirmative Action: Aveanna provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aveanna complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

Notice for Job Applicants Residing in California