• Support the Enteral Nutrition department by processing monthly patient refill requests • Ensure documentation is accurate before shipping orders • Answer incoming calls from patients, caregivers, branches and patient referral sources regarding nutrition therapy order status • Process prescription changes • Triaging calls to various departments • Verifying patient demographics and insurance information to ensure accurate shipment

• Provide world class customer service and service delivery to clients and patients through processing referrals in the delivery of medical goods and services. • Reach out to patients in relation to new or already processing referrals confirming patient demographic information, providing updates on the referral, and/or confirming delivery of said goods or service. • Communicate with vendor partners, claims adjusters and nurse case managers providing updates on new referrals as well as referrals already in process. • Procure vendor partners for each referral as it relates to the goods or services requested. • Responsible for making or taking phone calls on existing referrals, new referrals, or other team members referrals. • Provide quotes back to clients for approval or follow up on quotes already sent to obtain written approval for requested referrals ensuring that each referral is deemed medically necessary and approved by the claim’s adjuster. • Confirm all required and relevant billing information exists in each referral as it relates to the workflow and billing processes in place and moves those referrals to be billed each day. • Process referrals per state regulations and workers compensation guidelines.

• provide an optimal customer service experience for patients, physicians, caregivers, and internal departments • answer questions, solve problems, provide education, and maintain company’s reputation for high-quality service • verify insurance coverage, perform benefit investigation, and obtain prior authorization • support the patient from the point of admissions/onboarding through the benefits verification and billing process

• Handle a high volume of inbound and outbound phone calls • Review lab results and communicate recommendations provided by Aftercare clinicians • Respond to patient clinical inquiries in accordance with established workflows and SOPs • Obtain and upload patient clinical documents into the medical record • Report applicable cases to the Department of Health (DOH) • Ensure all patient interactions are accurately documented and strive for one-call resolution • Respond promptly to tasks assigned through CRM (Salesforce) and EMR (Athena) systems • Effectively multitask across multiple systems to provide timely patient support and follow-up after clinical visits • Adhere to all HIPAA guidelines and organizational policies • Meet departmental goals and key performance indicators (KPIs)