About The Company Aveanna Healthcare is a leading national provider of home healthcare, specializing in a wide range of services including enteral nutrition, home health, private duty nursing, and more. We are committed to improving the lives of our patients through compassionate care and operational excellence, supported by a strong culture grounded in integrity, accountability, and teamwork.
About The Role
The Patient Support Representative is responsible for managing inbound calls from patients and their family members, providing accurate information, empathetic communication, and timely support. This remote-based position requires strong data entry, organizational, and communication skills to maintain patient records, verify insurance, and coordinate services such as equipment delivery and formula preparation. The ideal candidate is detail-oriented, tech-savvy, and capable of managing multiple priorities in a fast-paced environment.
Responsibilities
- Handle inbound patient calls and provide solutions related to services and products
- Accurately enter and validate patient demographic and insurance data in the system
- Verify insurance coverage and assess patient financial responsibilities
- Document all patient interactions and maintain regulatory-compliant records
- Communicate patient needs clearly and empathetically, offering timely resolutions
- Coordinate equipment, supply, and service delivery with relevant departments
- Calculate enteral formula quantities as needed
- Meet performance metrics including call handling time, accuracy, and resolution rates
- Act as the primary contact for issues related to backorders, service delays, and supply chain disruptions
- Perform clerical duties such as faxing, scanning, and copying
- Maintain HIPAA compliance and secure patient data handling
- Support interdepartmental communication for efficient problem-solving
- Participate in virtual meetings with a camera-ready presence and professional demeanor
- Maintain a distraction-free home workspace and meet required internet bandwidth for remote systems
Qualifications
Minimum Requirements:
- High school diploma or GED
- 2+ years of experience in administrative, healthcare customer service, or call center roles
- 6+ months working with healthcare insurance
- Proficient in Microsoft Outlook, Word, and Excel
- Strong verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- High attention to detail, organizational skills, and urgency
Preferred Qualifications
- Associate’s Degree in medical office management or related field
- Knowledge of home health, DME, or enteral nutrition products
- Experience in insurance authorization or pre-certification
- Prior experience in a healthcare call center environment
Benefits
- Remote work flexibility with structured support
- Opportunities for ongoing training and professional development
- Inclusive and mission-driven workplace culture
- Technology and tools provided for secure and effective remote work
Equal Opportunity
Aveanna Healthcare is proud to be an Equal Opportunity Employer. We are committed to ensuring equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected basis. All employment decisions are based on qualifications, merit, and business needs.