Customer Care Representative II

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle around 60-80 incoming calls daily from customers, caregivers, and referral sources regarding medical supplies.

• Place and reorder medical supplies for both new and existing clients.

• Gather necessary information for insurance billing and process payments when required.

• Serve as a liaison to address order issues, investigate accounts, and provide solutions.

• Manage orders for distribution centers and internal clients based on scheduling, demand forecasting, and inventory levels.

• Administer orders in internal systems, communicating any delays, issues, resolutions, status updates, and next steps.

• Process non-routine orders such as product samples and accommodate special order requests.

• Offer support throughout the order placement lifecycle, including product information, order status, discrepancies, and complaints.

• Utilize company-provided hardware and navigate through various computer programs and systems.

• Consult with supervisors or team leads regarding complex and atypical challenges.

• Adhere to compliant business processes and regulatory standards.

• Interpret insurance terminology, plans, and documentation for customers.

• Explain products and services, ensuring their compatibility with customer needs.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues.

⛳️ Requirements

• High school diploma, GED, or equivalent work experience is preferred.

• 2-4 years of experience in a high-volume call center is preferred.

• Strong communication and active listening skills.

• Previous experience in a remote or work-from-home environment is preferred.

• Familiarity with Microsoft Office is preferred.

• Experience with order placement systems and tools is preferred.

• Customer service experience in the healthcare sector is preferred.

• Experience with root cause analysis is preferred.

• Familiarity with call-center phone systems is preferred.

• Excellent telephone skills with an emphasis on quality.

• Previous success in meeting daily call center metrics, including average handle time, adherence, average speed to answer, and quality assurance.

• Availability for mandatory training Monday through Friday, from 8:00am to 5:00pm EST.

• Flexibility to work any hours from 8:00am EST to 9:00pm EST, including Saturday shifts from 9:00am to 3:00pm EST.

• A dedicated, quiet, private workspace free from distractions at home.

• High-speed broadband internet access via DSL, cable, or fiber; dial-up, satellite, Wi-Fi, Wi-Fi extenders, and cellular/hotspot connections are unacceptable.

• Minimum download speed of 25 Mbps; 50 Mbps is recommended.

• Recommended upload speed of 10 Mbps.

• Maximum ping rate of 30 ms.

• Hardwired connection to the router is required.

• Surge protector with network line protection for company-issued equipment is necessary.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k retirement savings plan.

• Early access to wages before pay day with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability insurance coverage.

• Work-life resources.

• Paid parental leave.

• Healthy lifestyle programs.

• Company-provided hardware.

• Remote work from home opportunities.

• Secure high-speed broadband internet requirements and equipment protections.