Customer Care Specialist
About The Position
The Customer Care Specialist works under the general supervision of the Customer Care Supervisor and provides helpful, professional customer service to patients, clients, referral sources, physicians, sales representatives, and coworkers. The role supports customers seeking durable medical and respiratory equipment, repairs, supplies, and other items, and handles customer questions and issues through phone, fax, and in-person interactions. The specialist gathers and verifies referral and patient information, required documentation, medical necessity, insurance eligibility and coverage, payer authorization, and patient financial responsibility. The role enters orders and related notes accurately into the system and coordinates order processing for shipping or technician and respiratory therapist deliveries. The schedule has varying start times, and Saturday work may be assigned as needed or scheduled. The specialist is expected to meet minimum monthly goals and maintain current knowledge of products, guidelines, and insurance coverage.
Requirements
- Experience with a medical supply company.
- Knowledge of diagnoses and medical terminology.
- Excellent customer service skills.
- Detail-oriented with strong organizational skills.
- Previous management, supervisor, or lead experience.
- Proficiency in Microsoft Word, Outlook, and PowerPoint.
- Ability to manage multiple tasks, plan and prioritize activities, achieve results, and meet deadlines.
- Fundamental computer skills.
Nice To Haves
- Experience in healthcare, medical, or the home medical equipment (HME) industry.
- Bilingual Spanish.
Responsibilities
- Answer incoming calls and faxes and take orders for durable medical and respiratory equipment, repairs, supplies, and other items.
- Maintain open communication with patients, clients, and referral sources, and respond to questions and problems.
- Assist walk-in customers as needed.
- Prepare intake by gathering referral and patient details, including demographics, contact person, physician, diagnosis, discharge information, and requested items.
- Gather required documentation before delivery, such as CMN, prescriptions, ABG, care plans, and authorizations.
- Verify medical necessity with physicians.
- Verify insurance eligibility and coverage according to guidelines or contracts; verify payer information, obtain authorization, and record expiration dates.
- Verify patient demographics and prior equipment use with patients.
- Inform patients of financial responsibilities and benefit information, including copays, share of cost, and deductibles.
- Enter orders and data accurately and promptly into the system, including closet and on-call orders as received.
- Enter notes in the appropriate insurance, general, and authorization areas of the computer system.
- Process orders for shipping or dispatch to technicians or respiratory therapists for delivery.
- Maintain knowledge of products, insurance coverage, guidelines, and coverage trends to inform patients.
- Attend departmental and company meetings and in-services.
- Report to work daily and be ready at the scheduled start time; work Saturday assignments as needed or scheduled.
- Meet minimum monthly goals and maintain a professional, safe, and clean work environment.
- Follow company policies and perform other duties as assigned or requested by a supervisor or management.
- Plan and prioritize multiple tasks to achieve results and meet deadlines.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible Savings Account
- 401(k)
- Voluntary life insurance
- Observed holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day
- Paid training
- Paid time off
- Sick time
- Growth opportunities
- Employee referral reward program
- Employee discount program
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
