Customer Documentation Representative I

Customer Documentation Representative

Department: Customer Documentation Reporting to: Team Lead

Staff Supervised: None Supervision Required: Moderate FLSA Classification: Non-exempt

JOB SUMMARY

Customer Documentation Representative II handle non-routine tasks that include, but are not limited to: researching duplicate documents, researching send fails, manual faxes, requesting documents for pre-payment review and payer audits, and performing quality reviews. Supports both the Customer Documentation and Document Review Teams when requested.

ESSENTIAL DUTIES

Telephones physician’s offices or the patients at home in order to obtain signed physician orders. Makes initial calls and possibly multiple follow-up calls to the same physician or patient to facilitate receiving the documentation in a timely manner.Service inbound and outbound phone calls with physician’s office for documentation retrieval. Process documentation renewals requests and process manual physician’s requests. Review inbound/outbound documents for compliance with all requirements. Faxes/mails appropriate documentation for the physician or patient to sign. Follows up with additional faxes/mailings as needed. Updates system records appropriately and maintains appropriate level of communication and confidentiality. Expedites service in situations requiring urgent attention as determined by management. Works independently and/or collaboratively to expediently answer inquiries and resolve issues within regulatory and Company requirements to ensure customer retention and satisfaction, escalating issues whenever appropriate. Performs all other duties as assigned, which may vary at any time with or without notice.

EDUCATION/EXPERIENCE

• High School Diploma and/or GED required; Associates in general studies preferred; One or more years of experience in medical claims/billing/collections, medical office front desk, or patient accounts preferred. Experience in a DME environment a plus.