After Hours Patient Service Representative

Apply Description AdaptHealth Opportunity – Apply Today! About AdaptHealth At AdaptHealth we offer full-service home medical equipment and related services that empower patients to live their best lives – beyond the hospital and at home. With supporting locations across the nation, AdaptHealth is the vital link in the healthcare ecosystem that bridges the gap between patients, providers, and high-quality, compassionate care. If you’re passionate about making a meaningful and lasting difference in the lives of patients, we invite you to explore a career with AdaptHealth. The Adapt Difference Commitment to Our People – Support, Development, and Advancement Opportunities Competitive Compensation and Incentives Comprehensive Total Rewards & Benefits Industry-Leading Care & Innovation Responsible Environmental Stewardship Position Summary: The After-Hours Patient Service Representative is a highly skilled professional who provides customer service and support to patients during evening, overnight, and weekend hours. Serves as the primary point of contact for patients seeking assistance outside of normal business hours, handling inquiries, scheduling appointments, and providing support for patient needs. Job Duties: Patient Communication & Support Delivers exceptional customer service with empathy, patience, and professionalism across all communication channels Answers incoming calls and emails from patients during after-hours periods, responding promptly and accurately Serves as primary contact for complex patient and referral source inquiries Triages service needs and troubleshoots issues for patients, caregivers, and referral sources Connects patients with on-call staff or leadership when clinically necessary Handles patient complaints and escalated concerns professionally Demonstrates emotional intelligence when managing sensitive patient situations Schedules and reschedules patient appointments and services for upcoming business days Verifies patient insurance information, DME benefits coverage, and processes prior authorizations Updates patient demographic and contact information in electronic health records with precision Processes prescription refill requests and relays to appropriate pharmacy or provider Handles DME equipment inquiries, authorization requests, and order processing Manages billing inquiries, payment processing, and processes returns Maintains accurate documentation of all patient interactions and referral information Supports referral intake processes and ensures documentation accuracy Collaborates with Intake, Clinical, and Operations teams for seamless service delivery Follows established procedures for emergency situations, equipment needs, and critical care support Escalates urgent matters to on-call staff or leadership as appropriate Provides patients with instructions for immediate care and emergency equipment needs Documents emergency calls and critical situations for provider review Supports critical after-hours program functions for patients requiring immediate assistance Operates internal systems and software tools including Microsoft Office, EMRs, and referral management platforms Navigates multiple computer systems including EHR, scheduling, and billing platforms Maintains proficiency in call center technology and phone systems Generates reports and maintains call logs as required Ensures HIPAA compliance and strict adherence to company policies in all patient interactions Multitasks and prioritizes multiple calls and tasks simultaneously while maintaining service standards Maintains patient confidentiality and functions within the guidelines of HIPAA. Completes assigned compliance training and other education programs as required. Maintains compliance with AdaptHealth's Compliance Program. Performs other related duties as assigned. Competency, Skills and Abilities: Advanced knowledge of medical terminology and DME equipment classifications Knowledge of DME billing codes and insurance authorization processes Strong understanding of oxygen (O2) services, DME, and insurance processes including prior authorizations and coverage guidelines Familiarity with ACT, Vent, Negative Pressure Wound Therapy (NPWT), and full range of DME products Exceptional customer service with clear and effective verbal and written communication skills Strong problem-solving and analytical thinking abilities to assess situations and implement solutions quickly Enhanced attention to detail and accuracy in documentation and data verification Ability to remain calm and professional under pressure while managing sensitive situations Multitasking and prioritization skills in fast-paced environment Patient-focused approach with emotional intelligence and empathy Adaptability and flexibility to adjust to changing processes, technologies, and patient needs Independence and initiative to complete tasks with minimal supervision Team collaboration skills to work cooperatively across departments Commitment to continued learning and professional development Ability to work with diverse patient populations and referral sources Requirements Education & Experience: High school diploma or equivalent required Associate’s degree in healthcare administration, Business Administration, or related field preferred Minimum 1-2 years customer service experience, healthcare setting preferred or call center experience Minimum 3 years of DME (Durable Medical Equipment) healthcare experience required Previous experience in healthcare, insurance, medical billing, or patient services preferred. Healthcare or medical office experience beyond DME preferred Bilingual capabilities preferred Customer service or healthcare administration certification preferred Experience with ACT, Vent, NPWT, and specialized DME equipment preferred Advanced knowledge of insurance verification and prior authorization processes preferred Medical scheduling systems experience preferred Experience working in after-hours or call center environments preferred Leadership or training experience in healthcare settings preferred Total Rewards & Benefits Program Comprehensive medical, dental and vision coverage (eligible first of the month following hire) 401(k) with company match Paid Time Off Plans including 6 paid holidays Employee Stock Purchase Plan Paid Parental Bonding Leave Short and Long-term Disability Insurance Life and AD&D Insurance Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) CVS Minute Clinic and Teledoc access Spousal Advantage Reimbursement Plan Identity Theft Protection and Legal Plan *Applicable waiting periods apply Requirements Disclosure Company conducted Background Check is required for all roles Company conducted Motor Vehicle Record Check is required for driving roles Clinical roles require valid licensure/certification, where applicable In accordance with Florida law, candidates applying for positions located in Florida are required to undergo background screening through the Florida Care Provider Background Screening Clearinghouse, as applicable. As required, we are providing all applicants with access to the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com In accordance with California law, candidates applying for positions located in California that require on-site presence at a Home Medical Device Retailer (HMDR) facility must obtain a California Department of Public Health (CDPH) Exemptee License. This license requires completion of state-approved training and a course completion certificate, as HMDR facilities are required to have an Exemptee physically present during all hours of operation in lieu of a pharmacist. Applicants must include proof of required training with their license application or disclose their intent to obtain. More information on the CDPH HMDR program and approved training options can be found here: Home Medical Device Retail Program. AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination. Ready to Make an Impact? If you're passionate about and committed to changing lives, we want to hear from you. Apply today and take the next step in your career with AdaptHealth!