Customer Care Specialist - Temporary

About the Role

This is an in-person role focused on improving the lives of those with chronic care diseases while providing solutions to our customers. At SuperCare Health, you’ll have the opportunity to serve the healthcare needs of our growing patient population by delivering excellent customer service.

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, and 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, and note 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 the 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 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 assignments as needed or scheduled.
• Perform any other duties requested by supervisor or management.
• Understand and adhere to all SuperCare Health company policies.
• Maintain up-to-date knowledge of all products, guidelines, and insurance coverage trends.
• Maintain a professional, safe, and clean work environment.
• Meet minimum monthly goals.

Requirements

• Experience with a 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.
• Experience in healthcare, medical, and/or HME industry (preferred).
• Ability to work on multiple tasks, plan, and prioritize activities to achieve results and meet deadlines.
• Strong organizational skills.
• Bilingual (Spanish) preferred.
• Fundamental computer skills.

Benefits

• Medical, dental, and vision coverage.
• Flexible Savings Account.
• 401K.
• Voluntary Life Insurance.
• Paid 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.

Pay

Compensation is dependent on experience and qualifications with a range of:

• CCS 1: $15.75–$23.63 per hour.
• CCS 2: $16.20–$25.52 per hour.

Schedule

• Varying start times.
• In-person role.
• Saturday assignments as needed or scheduled.

About SuperCare Health

SuperCare Health is a comprehensive, post-acute care, respiratory services company focused on managing high-risk respiratory patients in their homes. We manage millions of lives annually with a growing team of over 400 members and have one of the highest-rated satisfaction scores from both customers and patients. Our goal is to be the most trusted and preferred resource for managing high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to-end care solutions, from the hospital to the home, close gaps in care, reduce costs, and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.