Call Center, Case Management Specialist

Medical Service Company•South Bend, IN

12d

About The Position

MSC is hiring a full-time Call Center, Case Management Specialist to handle incoming phone inquiries related to respiratory services, durable medical equipment, and resupplies. The role focuses on providing excellent customer service, addressing patients’ equipment and service concerns, and managing customer requests accurately and effectively. The position reports to the Case Management Contact Center. The specialist manages inbound calls, identifies and researches customer needs, verifies insurance coverage, enters patient information and orders, and collects payment when applicable under MSC protocols. The role also requires accurate documentation of patient and referral interactions, including issues, resolutions, and follow-up actions, while meeting individual and team qualitative and quantitative targets.

Requirements

Graduate of an accredited high school.
Minimum of 1 year of progressively responsible customer service experience preferred.
Customer-oriented, with excellent oral and written communication skills.
Pleasant personality with excellent phone, interpersonal, and organizational skills.
Ability to prioritize and manage time effectively.
Initiative-taking and collaborative.
Ability to build sustainable relationships and engage customers by going the extra mile.
Ability to work independently in a demanding environment.
Knowledge of privacy and data protection regulations, such as HIPAA.
Strong listening skills and ability to accurately document customer interactions.

Nice To Haves

Minimum of 1 year of progressively responsible customer service experience is preferred.

Responsibilities

Manage a high volume of inbound calls in a timely manner.
Follow call center scripts when handling different topics.
Identify and clarify customer needs, confirm information, research issues, and provide solutions.
Verify insurance coverage.
Listen to patients and address concerns regarding equipment or services in a timely manner.
Manage customer requests accurately and effectively.
Enter patient information and orders into the system as necessary.
Collect payment when applicable, in accordance with equipment and insurance guidelines and MSC protocols.
Document patient and referral interactions accurately, including issue descriptions, resolutions, and follow-up actions.
Meet personal and team qualitative and quantitative targets.
Collaborate with contact center specialists, technicians, and healthcare professionals.
Perform other duties as assigned.