Customer Service Agent

Shield HealthCare - Medical Supplies for Care at Home Since 1957•Santa Clarita, CA

7d•$19 - $20•Onsite

About The Position

Shield HealthCare is seeking an on-site Call Center Customer Service Agent in Valencia, California, to support customers with telephone orders for a specific product line. The agent is the primary point of contact for patients, caregivers, clinicians, and healthcare partners, providing accurate information, processing orders, coordinating insurance requirements, and offering compassionate support. No selling is required. The role handles incoming and outgoing calls related to enteral nutrition supplies, formula options, order status, and service inquiries. It includes processing referrals and orders, verifying insurance and documentation, educating callers, recording interactions in accordance with HIPAA and internal quality standards, and working with clinical and customer service teams to resolve issues. Agents maintain product and policy knowledge, meet call and service performance targets, and complete assignments and projects as directed by management. This is primarily an office-based role with less than 10% required travel. Travel to the corporate location for training may be required. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. The posted starting base salary range is $19–$20 per hour. Employees participate in continuous training and development programs.

Requirements

High school diploma or equivalent.
1–2 years of customer service experience.
Proficiency in Microsoft 365, including Excel, Outlook, PowerPoint, Word, SharePoint, and Teams, and other standard productivity tools.
Demonstrated problem-solving ability.
Typing speed of 35 words per minute.
Strong communication skills and ability to explain information clearly and compassionately.
Ability to handle high call volumes while maintaining accuracy and professionalism.
Strong attention to detail, particularly when documenting patient interactions.
Ability to maintain patient confidentiality and comply with HIPAA regulations.

Nice To Haves

Data entry experience is preferred.
Experience in a call center, healthcare support, pharmacy, DME/HME, or disease-management program.
Bilingual ability is a plus but is not required.

Responsibilities

Respond to inbound calls from patients, caregivers, and healthcare providers about enteral nutrition supplies, formula options, order status, and service inquiries.
Handle customer calls professionally and work to exceed customer expectations.
Process new referrals by verifying patient demographics, clinical documentation, and prescription details.
Coordinate insurance verification, including coverage checks, prior authorizations, and documentation requirements.
Place and manage orders for enteral formula, supplies, pumps, and related equipment in accordance with company protocols and payer guidelines.
Educate callers about product usage, delivery schedules, reorder timelines, and general product expectations.
Accurately document interactions in the system while complying with HIPAA and internal quality standards.
Collaborate with clinical teams, dietitians, and customer service departments to resolve issues and support continuity of care.
Resolve common customer concerns and identify urgent or complex cases for escalation to clinical or supervisory staff.
Maintain current knowledge of product offerings, insurance policies, and regulatory requirements.
Check the hold screen daily to release customer orders promptly and meet hold screen expectations.
Maintain available phone status in accordance with published shift and activity schedules.
Meet call quality, call volume, accuracy, and customer satisfaction targets.
Complete product-line-specific duties and daily assignments and tasks given by management.
Complete special projects that support team and organizational objectives and continuous improvement initiatives.