NELC is rapidly expanding the number of hospitals it serves and is participating with its hospital members in the implementation of several new population health and disease management programs for which care is provided in the home. NELC is seeking talented staff to keep pace with our growth.

For more information, visit our website at www.nelifecare.org.

Generous PTO
Work Independently
Work/ Life Balance

Are you ready to have these and additional benefits in your life?
If you answer YES! Then NELC is the place for you!

New England Life Care is hiring a Full Time Central IV Patient Service Representative (PSR) to support our growth, who has experience, enjoys a fast-paced environment, providing a top-notch customer experience, working on the phone and enjoy a fast pace. If you have previous customer service and call center experience, this may be the position you have been looking for!

This position is fully remote, 40 hours per week and work a rotating weekday schedule. Rotating weekends and holidays are also included in the schedule.

This critical position is responsible for timely and accurate patient refills, compassion and care; engaging clinical staff provide pharmacy services to NELC’s patients with ongoing communication with patients, caregivers and Home Health Agency staff members.

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Job Responsibilities*

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Contacts NELC patients at regularly scheduled intervals to review supply needs. Documents and communicates accurately changes in demographics, insurance, physicians, and patient’s orders in CPR+ internal Medical Record system and to appropriate departments.

• Accurately enters delivery tickets into CPR+ to ensure accurate & timely deliveries.
• Manages all patient delivery timelines. Communicates unexpected changes in product or supply usage to appropriate individuals (physician, home health agency, and patient or care giver).
• Accurately and efficiently records important service information within Patient’s account in CPR+ per standard operating procedures.
• Makes calls to patients regarding routine equipment swaps. Accurately triages equipment issue calls to the appropriate staff member.
• Communicates with clinical staff regarding adverse drug reactions or supply issues & documents within CPR+ per NELC Policies and procedures. Provides assistance and follow up activities as required by clinical staff.
• Assures patient compliance with payer regulations (i.e. Medicare/Medicaid) regarding use of approved supplies and product formula and by appropriate documentation in CPR+.
• Ensures patient confidentiality at all time. Appropriately triages clinical questions and concerns to the appropriate staff member for assessment or follow up by clinician.
• Monitors all patients for delivery intervals and follows up with patient or HHA when no delivery has been requested within the past 45 days.
• Demonstrates the ability to troubleshoot problems verbalized by customers yet knows limitations and triages calls to appropriate person for assistance as required.
• Actively engages with internal partners to improve customer experience; contributes to a strong team approach.
• Other duties as assigned.

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Required Qualifications / Skills*

• Previous experience in customer service and or contact center field required.
• Excellent customer service skills required.
• Ability to communicate effectively with patients and all levels of NELC staff.
• Ability to manage multiple tasks simultaneously and contribute to strengthening the team environment.
• Well-organized with strong attention to detail; consistently delivering quality and care.
• Knowledge / practical experience with microcomputer systems such as Microsoft Office (Word, Excel, Power Point, Outlook) required.
• Ability to learn internal systems to effectively perform job.
• Dependability in attendance and job performance required.
• Displays empathy, care and compassion

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Preferred Skills: *

• College Degree preferred.
• Previous experience in healthcare field a plus but not required.
• Knowledge of medical terminology preferred.
• Knowledge of HIPAA Privacy and Security regulations preferred.
• Knowledge of health care a plus but not required.

EOE

Job Type: Full-time

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