Enteral Patient Service Representative

New England Life Care has and continues to build a diverse, inclusive and authentic workplace, so if you’re energized by this opportunity, but your past experience doesn’t support every qualification in the job posting, we encourage you to apply! You still may be the person we are looking for!

New England Life Care is hiring a full-time HYBRID Enteral Patient Service Representative to join our growing team! This position offers a rotating schedule, including weekends, and a hybrid work from home/office option.

Job Summary: The Enteral PSRis responsible for assisting the clinical staff in the provision of clinical pharmacy services to NELC’s home infusion therapy Enteral Patients via ongoing communication with patients, caregivers, and Home Health Agency staff members.

Benefits:

• Hybrid position
• Career Ladder
• Health Insurance
• Dental Insurance
• Vision Insurance
• Generous employer-matched 403b savings program
• Company paid: Life insurance, Short- and long-term disability insurance
• Paid Time Off
• And much more!

Job Responsibilities

• Contacts Enteral patients at regularly scheduled intervals to review supply needs. Documents and communicates changes in demographics, insurance, physicians, and patient’s orders in the Electronic Medical Record (EMR) and to appropriate departments.
• Accurately enters delivery tickets into the EMR using Templates.
• Manages all patient delivery timelines. Communicates unexpected changes in product or supply usage to appropriate individuals (physician, home health agency, patient or care giver).
• Accurately and efficiently records important service information in the EMR
• Accurately and efficiently informs other members of NELC’s billing, reimbursement, and enteral team of changes in service.
• Initial and ongoing - assessments are timely and accurately completed and documented in EMR
• Keeps all Enteral orders on patient up to date and accurately recorded in the EMR.
• Informs appropriate internal and external staff of changes in signed orders that are received from physicians.
• Makes calls to patient regarding routine equipment swaps. Accurately triages equipment issue calls to the appropriate staff member.
• Communicates with nutritional support staff regarding patient’s formula or supply issues. Provides assistance with follow up activities as required by nutritional staff.
• Assures patient compliance with payer regulations (i.e., Medicaid/Medicaid) regarding use of approved supplies and product formula and by appropriate documentation in the EMR.
• Makes Enteral Supply calls to patients following NELC guidelines. Appropriately triages clinical nutrition questions and concerns to the appropriate staff member for assessment or follow up by Registered Dietitian.
• Follows NELC policies and procedures in the normal conduction of company business.
• Assures that professional practice complies with state and federal regulations including, but not limited to the HIPAA Privacy and Security regulations and NELC’s Corporate Compliance Program.
• Ensures that confidentiality of patient information is maintained in accordance with state and HIPAA Privacy and Security regulations.

Required Qualifications / Skills

• Previous experience in customer service field
• Excellent customer service skills
• Ability to communicate effectively with patients and all levels of NELC staff
• Excellent organizational skills
• Knowledge / practical experience with microcomputer systems such as Microsoft Office (Word, Excel, Power Point, Outlook)
• Dependability in attendance and job performance

Preferred Skills:

• College degree
• Previous experience in healthcare field
• Knowledge of HIPAA Privacy and Security regulations
• Knowledge of the Joint Commission process

For more information, visit our website at www.nelifecare.org.

EOE