Sr. Customer Care Specialist
About The Position
The Senior Customer Care Specialist is responsible for overseeing the Customer Care Specialists, Fulfillment Verification and Escalations team. This role plays a critical role in coordinating healthcare services, ensuring timely delivery of approved services and items for patients. This role involves supervising daily workflow, optimizing productivity, and maintaining high standards of accuracy and efficiency. This multi-faceted position involves daily interactions with patients, healthcare providers, home health agencies, durable medical equipment (DME) providers, and health plans. This role requires strong leadership, problem-solving, and organization skills to ensure smooth operations and continuous improvement in Fulfillment Verification and Escalations.
Requirements
- High school diploma or equivalent required
- 1–3 years of experience in customer service, healthcare coordination, or referral management.
- Strong verbal and written communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to multitask in a fast-paced environment while maintaining attention to detail.
- Proficiency in Microsoft Office Suite products (Word, Excel)
- Knowledge of HIPAA, CMS, and healthcare regulatory requirements.
Nice To Haves
- Associates degree OR equivalent experience.
- Associate or bachelor’s degree in healthcare administration or a related field preferred.
- Experience working with health plans, home health agencies, or DME providers is a plus.
Responsibilities
- Overseeing the Customer Care Specialists, Fulfillment Verification and Escalations team.
- Coordinating healthcare services, ensuring timely delivery of approved services and items for patients.
- Supervising daily workflow, optimizing productivity, and maintaining high standards of accuracy and efficiency.
- Daily interactions with patients, healthcare providers, home health agencies, durable medical equipment (DME) providers, and health plans.
- Ensuring smooth operations and continuous improvement in Fulfillment Verification and Escalations.
Benefits
- Medical, Vision, Dental, Short- and Long-term insurance
- 6+ Days of Holidays Pay
- 13 days of PTO
- Employer paid life insurance
- 401K with employer contribution
- Wellness program with reward incentives
- Employee recognition and reward programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
