Customer Care Specialist

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

📋 Description

• Responds to incoming phone calls and faxes, taking orders from customers for durable medical and respiratory equipment, repairs, supplies, and various other items.

• Maintains consistent communication with patients, clients, and referral sources.

• Addresses questions and issues raised by patients and clients.

• Assists walk-in customers as necessary.

• Prepares intake by collecting all relevant information regarding referrals, patient demographics, contact persons, physicians, diagnoses, and requested items.

• Assembles all necessary documentation prior to delivery, including CMN, Rx, ABG, Care Plan, authorization, etc.

• Confirms medical necessity with the physician.

• Checks eligibility and coverage with insurance and carriers based on guidelines or contracts.

• Verifies payer information (using a matrix), acquires authorization, and checks expiration dates.

• Confirms patient demographics and previous equipment usage with patients.

• Informs patients of their financial responsibilities: copay, share of cost, deductible, etc.

• Accurately enters data and each order (new or existing) into the system promptly.

• Processes closet and on-call orders as they are received.

• Documents notes in the appropriate sections of the insurance, general, and authorizations within the computer system.

• Manages order processing for shipping or dispatching for Technician or RT deliveries.

• Stays informed about product and insurance coverage issues to provide patients with copay and other benefit information.

• Attends all departmental meetings, company meetings, and in-services.

• Reports to work daily and is prepared to start at the scheduled time.

• Works Saturday shifts as needed or scheduled.

• Performs additional duties as requested by supervisors or management.

• Understands and adheres to all SuperCare Health company policies.

• Remains updated on all products, guidelines, and trends in insurance coverage.

• Maintains a professional, safe, and clean work environment.

• Understands and adheres to all SuperCare Health company policies.

• Completes all other assigned and necessary tasks.

• Must meet minimum monthly goals.

• Schedule involves varying start times.

⛳️ Requirements

• Experience in a Medical Supply Company.

• Familiarity with diagnoses and medical terminology.

• Exceptional customer service skills.

• Strong attention to detail.

• Previous experience in a management, supervisory, or lead role.

• Proficiency in Microsoft Word, Outlook, and PowerPoint.

• Experience in healthcare, medical, and/or HME industry is preferred.

• Ability to handle multiple tasks simultaneously.

• Ability to plan and prioritize activities to achieve results and meet deadlines.

• Excellent organizational skills and attention to detail.

• Bilingual in Spanish is preferred.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Flexible Savings Account.

• 401K.

• Voluntary Life Insurance.

• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

• Paid training.

• Paid time off.

• Sick time.

• Opportunities for growth.

• Employee Referral Reward Program.

• Employee Discount Program.