Patient Support Representative - Hybrid

MISSION STATEMENT

"As healthcare providers, we expect to be the best at what we do and do what is right every time. We hold ourselves accountable to safety, service, and compassion. Through these values, we strive to make a difference in the lives of our patients and employees."

POSITION SUMMARY

The Patient Support Representative is responsible for the collection of demographic and financial

information from patients to ensure a smooth onboarding to services provided by UW Health Care

Direct. This job has the responsibility for the verification of patient eligibility for insurance benefits,

including but not limited to, Medicare, Medical Assistance, and numerous third-party payers to ensure

adequate and timely reimbursement. The Patient Support Representative is responsible for setting

expectations and providing responsive communication to patients, providers, and other internal and

external stakeholders regarding the status of their order. Creation and management of sales orders in

Brightree is also a core responsibility.

JOB REQUIREMENTS

Licenses: N/A

Education: High school diploma of equivalent required

Experience: Customer service experience required

• Experience in healthcare preferred
• Knowledge of home medical equipment preferred

Miscellaneous: Ability to learn and competently work with coworkers, referral sources and patients required.

• Must have the ability to learn and work with computer programs such as Health Link (Epic) and Brightree.
• Proficiency in medical terminology and abbreviations.

TECHNICAL RESPONSIBILITIES

• Complete, accurate, and timely verification and entry of all patient demographics
• Obtain and review clinical documentation to ensure insurance guidelines are met for the

equipment or supplies ordered

• Obtain purchase and initial rental prior authorizations
• Convey insurance benefits and out of pocket costs to the patient
• Complete accurate and timely sales order entry of the item(s) requested
• Responsible for answering incoming phone calls regarding a multitude of questions or concerns,

working to establish a positive rapport and meet the needs of every caller

• Responsible to returning patient and provider phone calls, helping assist in getting the patient

qualified for needed equipment

• Schedule appointments for setup and delivery or pickup of equipment.
• Responsible for timely follow up of all tasks, this will include a variety of sales order related issues,

CMNs, prior authorizations, patient questions, etc.

• Manage inbound faxes/referrals, including the UW In Basket and email
• Provides basic team related training to new staff and peers
• Performs other duties as assigned

Located in Middleton, WI.