Enteral Patient Service Representative

At New England Life Care (NELC), you'll join a mission-driven organization where your work helps make a meaningful difference in the lives of patients across New England. As the region's only non-profit home infusion provider, NELC serves more than 70 hospital systems throughout Maine, New Hampshire, and Massachusetts. Founded by local hospitals, NELC was created to ensure patients have access to a provider that reflects their commitment to excellence in patient care, quality, and service.

Our employees are at the heart of everything we do. At NELC, we are committed to fostering a diverse, inclusive, and authentic workplace where every employee is heard, valued, and supported. If you're excited about this opportunity but don't meet every qualification listed in the job description, we still encourage you to apply—you may be the person we're looking for.

New England Life Care is hiring full-time REMOTE Enteral Patient Service Representatives to join our growing team! 

**Only hiring remotely in the following states: Maine, Massachusetts, and New Hampshire**

Job Summary: The Enteral PSR is 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: 

• Remote 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:

• 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.

''It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.''

EOE