Home Infusion Intake Customer Service Specialist

Summary

Job Description:

Baptist Health is looking for an Intake Customer Service Specialist to join our Home Infusion team at Baptist Home Care, 2100 Nicholasville Rd, Lexington, KY!

• Receive, process, and input all incoming referrals for home infusion services.

• Accurately collect and verify patient demographic, insurance, and physical information.

• Ensure all necessary documentation is received and complete prior to initiating services.

• Coordinate with clinical and administrative teams to confirm patient eligibility and service requirements.

• Maintain up to date records of intake requests and follow up on incomplete or pending referrals.

• Serve as the primary point of contact for patients, families, and healthcare providers regarding home infusion service inquiries and intake.

• Provide clear and timely communication to referral sources, patients, and integral teams regarding status updates.

• Handle and resolve customer service issues related to the intake process in a professional and compassionate manner.

• Assist in educating patients and families on home infusion services, insurance coverage, patient assistance, and expectations.

• Work closely with pharmacists, nursing, and administrative staff to ensure timely and accurate initiation of care.

• Act as a liaison between the intake department and other departments, promoting smooth transitions and coordination of care.

• Maintain confidentiality of all patient information and adhere to proper handling of protocols for sensitive data.

• Assist with audits and quality control processes related to intake documentation and procedures.

Minimum Requirements

• High school diploma or equivalency required, associate's degree preferred.

• 1 year of job-related experience required, healthcare experience preferred; prior discharge planning or intake experience; prior customer service experience beneficial.

• Excellent verbal and written communication skills.

• Strong organizational and time management abilities.

• Attention to detail and accuracy in data entry and documentation.

• Ability to work in a fast-paced environment and handle multiple priorities.

• Proficiency in computer software, including electronic health records systems and Microsoft office suite.

• Strong customer service orientation with empathy and patience.

Work Experience

Education