What You'll Do:
- Process all health referral orders.
- Assist with scheduling and coordinating installations.
- Answering incoming and make outgoing phone calls.
- Ability to learn and understand multiple ADT support systems.
- Work various MMB action queues daily.
- Perform contracting and compliance tasks as assigned.
- Other job duties and business tasks based on manager’s discretion.
Provisioners:
- Multi system data entry (Salesforce, Companion Web, IT3, Oracle) for account building in ADT systems.
- Picking, packing, and programming equipment for direct-to-consumer shipping.
- Phone work (inbound and outbound) to confirm information and customer need as well as schedule ADT techs for installation of Health products.
- Troubleshoot with ADT techs and help to resolve issues of end users.
Sales Support:
- Internal and external customer support (billing updates and contract issues).
- Contract processing and scanning into DM System.
- Phones for switchboard and monitor phone queues for management.
- Detailed invoice prep and distribution for enterprise accounts.
- Open and distribute mail for department heads.
- Check posting and sending to lockbox. Send list to billing team.
- Enter Enterprise Sales in Salesforce, build quotes, and launch customer agreements for signature.
Administrative Support and Billing:
- Perform multi system medical billing and Medicaid billing for health services (portal, spreadsheet to invoice, EDI file submission).
- Process claims timely and accurately and follow up with rejected and denied claims.
- Inbound and outbound calling support for agencies and clients in the Medicaid space.
- Account reconciliation for monthly billing.
- Posting incoming payments per account.
- Work with contracting team and regional field team to resolve billing issues.
Contracting and Compliance:
- Establish new contract via bid, completing RPF, or completing request on agency portals (In conjunction with field RSMs)
- Maintain existing contracts via recredentialing or processing renewals upon agency requests.
- Perform desk audits on demand by government agency (required by Medicaid).
- Work with field service teams to ensure compliance and required training for ADT service techs. (Medicaid required background checks and training compliance for audits).
- Receive and track agreements from field installations, chase missing paperwork, and scan and save in DM client file.
- Manage field sales show schedule and supplies. Ship necessary tradeshow supplies to countrywide events when needed.
Returns and Recovery:
- Verify account info and virtually log equip return in various platforms/programs (Excel, Informix, MASterMind, IT3, Oracle).
- Verify system swap completed correctly for replacements/conversions.
- Cancel and purge accounts, when applicable.
- Communicate equipment returns, as needed, prior to cancellation.
- Verify and request non-return charges be applied or reversed on accounts.
- Audit cancellations for accuracy and prep CXL file for submission to OnProcess.
- Work with OnProcess; review their performance metrics.
- SIM card deactivations (if equipment not returned).
- Account investigations based on a variety of internal requests.
- Work with third party recovery company on equipment collections and billing for non-returned equipment.
What You'll Need:
- High school diploma or equivalent.
- 2+ years of office skills/experience.
- Ability to handle multiple tasks.
- High degree of accuracy.
- Strong communication and customer service skills.
- Ability to speak to customers on the telephone. Ability to be part of a team and to work independently.
