ACU-Serve

Customer Support

• Handle inbound and outbound calls in a fast-paced environment using a telephone dialing system
• Provide excellent customer service to patients
• Use listening skills to address patients’ equipment or service needs and concerns
• Handle requests accurately and efficiently
• Educate patients on the clinical importance of changing supplies according to suggested and insurance-approved schedules
• Create sales orders and confirm item and patient demographic accuracy
• Remain on the phone for the entirety of the shift
• Perform other duties as assigned

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Customer Service Agent

Documentation Specialist

• Process orders for various durable medical equipment
• Collect, review, and request medical documentation required to support medical necessity for Prior Authorization
• Submit and maintain prior authorizations and certificates of medical necessity (CMNs)
• Request documentation supporting medical necessity and ongoing need for durable medical equipment, including oxygen and sleep therapy
• Create initial, revised, and recertification CMNs in DME billing software systems
• Review incoming CMNs and medical records for accuracy
• Review and complete stop-hold reports to resolve and release held revenue to payers
• Apply Medicare, Medicaid, and other insurance rules regarding CMNs, detailed written orders, and prior authorizations
• Communicate with clinicians and office staff to follow up on outstanding requests and explain required information

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