Customer Care Specialist

Summary

Join SuperCare Health and make a difference in the lives of those with chronic care diseases! As a Customer Care Specialist, you will provide exceptional customer service, handling orders, verifying information, and ensuring smooth patient care. This position may be remote or in-person. You will be responsible for managing patient inquiries, processing orders, and maintaining accurate records. The ideal candidate possesses experience in the medical supply industry, excellent customer service skills, and proficiency in Microsoft Office Suite. SuperCare Health offers a comprehensive benefits package, including medical, dental, vision, paid time off, and growth opportunities.

Requirements

• Experience with Medical Supply Company
• Knowledge of diagnosis and Medical terminology
• Excellent Customer Service skills
• Detail oriented
• Previous Management/Supervisor or Lead experience
• Proficiency in Microsoft Word, Outlook, and PowerPoint
• Be able to work on multiple tasks. Plan and prioritize actives to achieve results and meet deadlines
• Strong organizational skills and detail oriented
• Fundamental Computer Skills

Responsibilities

• Answer incoming phone calls and faxes, take customers’ orders for durable medical and respiratory equipment, repairs, supplies, and other miscellaneous items
• Maintain open communication with patients/clients and referral sources
• Respond to patient/client questions and problems
• Service walk in customers as needed
• Prepare intake, gather all necessary information about referral, patient demographics, contact person, physician, diagnosis, discharge time and place, item(s) requested
• Gather all necessary documentation, prior to delivery CMN, Rx, ABG, Care Plan, Auth, etc
• Verify medical necessity with physician
• Verify eligibility and coverage with Insurance and carrier according to guidelines or contract
• Verify payer (with matrix), obtain authorization, expiration date
• Verify patient demographics and prior equipment usage with patient
• Inform patient of financial responsibilities: copay, share of cost, deductible, etc
• Enter data and each order (new or otherwise) in system accurately and in a timely manner
• Process closet and on call orders as received
• Enter notes in appropriate areas of insurance, general, and authorizations in the computer system
• Process orders to shipping or dispatching for Technician or RT deliveries
• Remain knowledgeable on product and insurance coverage issues in order to inform patients of copays and other benefit information
• Attend all departmental meetings, company meetings, and in-services
• Report to work daily and be ready to work at the scheduled start time
• Work Saturday assignment as needed or scheduled
• Perform any other duties that may be requested by supervisor or management
• Understand and adhere to all of SuperCare Health company policies
• To remain knowledgeable to date on all products, guidelines and insurance coverage trends
• Maintain a professional safe and clean work environment
• Understand and adhere to all of SuperCare Health company policies
• Perform all other duties as assigned and required
• Meet minimum of monthly goals

Preferred Qualifications

• Experience in healthcare, medical and/or HME industry
• Bilingual Spanish

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day
• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program