Develop and maintain working knowledge of current products and services offered by the company? Document all call information according to standard operating procedures? Answer questions about products and services, retail stores, general service line information and otherinformation as necessary based on customer call needs? Process orders, route calls to appropriate resource, and follow up on customer calls where necessary? Complete insurance verification to determine patient?s eligibility, coverage, co-insurances, and deductibles? Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers forapproval and authorization when required? Enter and review all pertinent information in EMR system including authorizations and expiration dates? Communicate with Customer Service and Management on an on-going basis regarding any noticed trends withinsurance companies? Verify insurance carriers are listed in the company?s database system, if not request the new carrier is entered? Responsible for contacting patient when documentation received does not meet payer guidelines to provideupdates and offer additional options to facilitate the referral process. ? Facilitate resolution on customer complaints and problem solving? Actively listens to patients and handle stressful situations with compassion and empathy? Flexible with the actual work and the hours of operation? Utilize company provided tools to maintain quality. Some tools may include but are not limited to AuthorizationGuidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the MedicareProvider Enrollment, Chain, and Ownership System) and ?How-To? documents? Develop and maintain working knowledge of current HME products and services offered by the company.? Maintain patient confidentiality and function within the guidelines of HIPAA.? Completes assigned compliance training and other educational programs as required.? Maintains compliant with Compliance Program.? Assist operations with on-call responsibilities as needed during non-business hours in accordance with company policy.? Depending on the geographic territory and size of the branch location, may require assisting operations with deliveries.? Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE),infection control and hazardous materials handling.