Customer Service Rep

Internal Job Function: Patient Support & CPAP Order Management Specialist:

This role is responsible for communicating with patients, providers, and internal teams to answer questions, resolve issues, determine ongoing and additional product or service needs, and ensure compliance with physician direction and payer requirements. The specialist supports the full lifecycle of patient accounts-from initial intake through documentation, authorization, and order fulfillment.

Core Job Functions

Voicemail Management

• Monitor and retrieve voicemails consistently throughout the day.
• Ensure timely followup to all patient and provider inquiries.

Order Entry (Lite & Power App)

• Accurately enter all orders into Lite and Power App systems.
• Verify completeness of order information prior to submission.
• Correct errors or missing data promptly to avoid delays.

Indexer Management

• Review and process indexed documents daily.
• Ensure all documentation is correctly assigned to patient accounts.
• Flag discrepancies or missing items to the appropriate team.

FollowUp Expectations

• Maintain consistent communication with patients, providers, and internal departments to ensure timely progress on all accounts.
• Document every interaction and update in Parachute, LITE, and PowerApp.
• Update stalled accounts every 3-5 days until resolved or inactivated.
• Escalate issues requiring additional action to the appropriate representative or department.

Pending Clinicals & Sleep Studies

• Monitor all pending clinical documents and sleep study results to prevent delays in order processing.
• Follow up with providers, sleep labs, and internal teams for missing or incomplete documentation.
• Document all outreach attempts in Parachute, LITE, and PowerApp.
• Continue followup every 3-5 days until documentation is received, resolved, or the account is inactivated.
• Notify the appropriate representative or department when additional steps are required.

Insurance & Authorization Responsibilities

• Verifying new patient insurance coverage and eligibility.
• Documenting benefits, coverage details, and prior authorization (PA) requirements.
• Submitting and tracking prior authorizations through completion.
• Updating patient records in Power App and LITE with accurate, timely information.
• Communicating authorization outcomes to patients and internal teams.
• Ensuring compliance with payer guidelines, documentation standards, and HIPAA regulations.

• Read and analyze documents such as patient orders
• Comprehend pharmacy prescription terminology
• Effectively communicate with coworkers and patients alike
• help with the training of employees
• calculate figures and amounts in reference to frequency and doses dispensed
• apply common sense understanding to carry out oral and written instructions

• High SchoolDiploma, General Education Diploma (GED), or one to three months related experience and/or training
• Computer entry Required
• Must meet any licensing requirementsnecessary for specific location

Lincare offers employees a variety of competitive benefits that include ongoing training and advancement opportunities. Employees can also qualify for comprehensive medical, dental, and vision coverage, as well as paid time off, retirement savings, tuition reimbursement, and other benefits. There are also a generous employee referral program and a wide array of employee discounts to take advantage of.