Specialist, Customer Service – Wound Care Rare Disease Program

Cardinal Health

5d•$22 - $29•Remote

About The Position

This Specialist role for the Wound Care Rare Disease Program is part of the at-Home Solutions business in the newly acquired Strive Medical Customer Experience team. We are growing the Wound Care business with this highly specialized customer service role to support patients with Epidermolysis Bullosa and Hidradenitis Suppurativa. The Wound Care Customer Success Team works on all new wound care orders while providing a white glove touch, working with customers from the start of their order through the end. Specialists will verify insurance, handle inbound & outbound calls to customers, collect medical documentation from doctor's offices, review documentation with the customer’s insurance medical policy, submit or route for prior authorization and perform final biller tasks to release orders - all while maintaining customer contact throughout the process. This individual contributor position is a remote-based role.

Requirements

Outstanding customer service skills
Ability to manage multiple stakeholders is vital
Excellent verbal and written communication skills
High attention to detail, accuracy, and operational follow-through skills
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.
Download speed of 15Mbps (megabyte per second)
Upload speed of 5Mbps (megabyte per second)
Ping Rate Maximum of 30ms (milliseconds)
Hardwired to the router
Surge protector with Network Line Protection for CAH issued equipment

Nice To Haves

2-4 years of experience, preferred
Bachelor's degree in related field, or equivalent work experience, preferred
Brightree or other DME system knowledge preferred

Responsibilities

Work with patients & referrals to provide an outstanding order experience for patients
Case management coordination efforts across patients and providers to evaluate patient eligibility, medical billing and reimbursement, and other services to provide Durable Medical Equipment (DME).
Answer questions and provide guidance on the order process, and be responsible for order to shipment
Provide excellent customer service experience to first time patients in order to ensure their confidence in our process and make a great first impression
Contact healthcare representatives and patients regarding order status or required documentation
Perform all insurance verification tasks for customer orders
Perform all necessary documentation & prescription requirements based on insurance guidelines
Ensure clinical notes and addendum documentation is valid
Follow up with calls to provider offices for requesting clinical documentation (including addendums, etc.) or re-fax to appropriate healthcare representative
Determine if prior authorization is required and if so, submit or route appropriately and follow up based on insurance guidelines