TridentCare

Patient Coordinator

• Own each customer and patient experience for TridentCare at Home
• Provide internal oversight for home-based orders to ensure customer commitments are met or exceeded
• Work with field leadership to ensure timely patient services within customer service matrices
• Assist with scheduling services and communicate with patients and ordering entities
• Provide estimated times of arrival to patients or ordering entities
• Reschedule and cancel exams when appropriate
• Help prioritize technician dispatching based on client SLAs
• Become a subject matter expert in TridentCare at Home client models, including Hospital at Home, Emergency Department in Home, and PACE programs
• Work with the internal teleradiology team to ensure successful image transfers
• Address patient and client questions or concerns and record them for quality-improvement metrics
• Assist with obtaining paperwork for timely and accurate billing
• Monitor reporting and operational metrics for home-based services
• Answer incoming customer service orders promptly
• Enter orders manually through the fax process
• Navigate TridentCare applications, including TCC and DDF
• Operate the phone system effectively
• Adhere to the work schedule

Patient Success Coordinator

General

• Perform and process ultrasounds, sending them digitally to radiologists for interpretation
• Transport and set up portable ultrasound equipment at various facilities for physician-ordered exams
• Obtain clinically diagnostic, technically competent sonography images
• Scan exam-related paperwork and billing each day according to protocol
• Maintain regular attendance and professional communication with peers, leadership, and clients
• Maintain vehicle and sonography equipment
• Work in diverse mobile diagnostic environments

Sonographer – General, Vascular

• Perform and process ultrasounds, sending them digitally to radiologists for interpretation
• Transport and set up portable ultrasound equipment at various facilities
• Perform physician-ordered examinations
• Obtain clinically diagnostic, technically competent sonography images
• Scan exam-related paperwork and billing each day according to protocol
• Maintain regular attendance and professional communication with peers, leadership, and clients
• Maintain the vehicle and sonography equipment
• Keep required licenses, certifications, health requirements, and operational standards up to date

Customer Support

• Contact doctors via email and phone to read cases as needed
• Notify customers about delayed cases and provide estimated completion times when known
• Monitor delivery of x-ray reports via fax
• Relay verbal x-ray results for critical findings to the ordering facility and/or physician
• Document, research, and resolve customer issues using the computer system
• Maintain training manuals and disseminate new or changed policies and procedures
• Maintain regular attendance, punctuality, and professional appearance
• Create and manage Support Specialists staffing schedules
• Approve and schedule employee PTO and vacation requests
• Train and supervise Support Specialists and assist with performance reviews
• Rotate schedules to observe performance and train staff across every shift
• Answer general questions and assist staff throughout the shift
• Provide off-hours assistance by phone as needed
• Communicate with IT regarding system status and new programming development and testing
• Perform other duties as assigned

Radiology Support Specialist

• Receive and process customer orders by telephone
• Handle customer requests promptly, efficiently, courteously and professionally
• Process customer orders according to company standards and procedures
• Listen to customer needs and provide a positive experience
• Cross-train in other department positions and perform those functions when needed
• Handle an average of 110 customer interactions per eight-hour shift after four months
• Provide prompt, accurate and courteous responses to customers
• Solve routine and complex problems and contact a supervisor when needed
• Answer incoming customer service orders as soon as possible
• Document activity in the DDF system
• Check appropriate DDF screens for report results and call customers back
• Enter orders manually via the fax process
• Operate the phone system effectively
• Adhere to the work schedule
• Perform other duties as assigned

Customer Service Representative

Billing Specialist

• Process and submit hospice-related claims in accordance with Medicare, Medicaid, and payer billing guidelines
• Submit claims with appropriate modifiers, including the GW modifier for services unrelated to the patient's terminal hospice diagnosis
• Review claim submissions for accuracy and completeness
• Verify payer information and billing requirements for correct claim routing and reimbursement
• Research, analyze, and resolve B9 denial claims
• Submit claims to appropriate hospice payers for reimbursement when required
• Document denial resolution activities and payer communications in the billing system
• Review correspondence, medical documentation, and supporting records to determine whether services are related or unrelated to the patient's hospice diagnosis
• Coordinate with hospice providers and clinical staff to obtain supporting documentation
• Maintain documentation supporting billing and reimbursement decisions
• Ensure proper financial responsibility is assigned based on determination outcomes
• Ensure hospice facilities receive accurate and timely charges on client invoices
• Bill charges back to skilled nursing facilities when financially responsible
• Ensure all billable services are invoiced appropriately
• Maintain timely turnaround of bill-back activities with proper invoice notes
• Enter detailed, accurate, and compliant account notes and maintain complete audit trails
• Save, organize, and retain supporting documentation in accordance with company policies and regulatory requirements
• Review documentation before claim submission, invoicing, and reimbursement processing
• Support internal and external audits with requested documentation and claim history records
• Adhere to CMS, HIPAA, Medicare, and organizational compliance requirements
• Collaborate with billing leadership, hospices, facilities, payers, Sales Teams, and internal departments to improve efficiency and reimbursement outcomes
• Maintain productivity, quality, and compliance standards
• Support coworkers, share best practices, and contribute to department goals
• Perform other related duties and projects as assigned

Billing Representative, Hospice

• Take inbound phone calls from clients, customers, and patients to obtain patient billing and demographic information
• Sort incoming returned patient mail and electronically return patient statements with information
• Research and resolve customer accounts using patient files and eligibility websites
• Document all customer contact completely and ensure follow-through and issue resolution
• Update multiple systems with patient information
• Perform account adjustments and recommend necessary changes to the supervisor
• Complete weekly and monthly reports according to schedule
• Perform other tasks assigned by the supervisor to support organizational goals
• Meet weekly/monthly performance and audit goals
• Track daily/weekly/monthly production

Senior Patient Billing Representative

Dispatcher

• Dispatch all service orders to field service personnel within fifteen minutes of order entry
• Control and oversee cases to ensure they are properly dispatched, completed, picked up, and processed according to policies and procedures
• Review, organize, and distribute cases using coverage-area knowledge and available on-duty phlebotomists
• Track all dispatched assignments and conduct case follow-up throughout the shift
• Ensure completion of all work assignments and provide assistance where needed
• Prepare daily work assignments for multiple phlebotomists
• Maintain communication throughout the shift, including tracking and rerouting when necessary
• Communicate with Area/Regional Phlebotomy Management, Logging Area, Stat Tracking, Customer Service, Call Center, Redraw Department, and Courier Services
• Accommodate facility special requests, prioritize urgent laboratory orders, expedite urgent cases, and conduct constant follow-up
• Provide detailed written documentation of issues and conduct mild investigations or troubleshooting when necessary
• Notify the Dispatch Manager immediately about difficult-to-control issues
• Pursue self-improvement needs and adapt to proposed changes
• Perform other duties as assigned and assist when attendance issues arise
• Support high-volume phone calls from facilities, phlebotomists, in-house personnel, and field employees

Patient Success Coordinator

Sonographer – General, Vascular

Sonographer – General, Vascular

Radiology Support Specialist

Customer Service Representative

Billing Representative, Hospice

Senior Patient Billing Representative

Lab Dispatcher