Customer Service Call Center - On-site Dallas

About the Role

As a Patient Advocate Representative I in our Patient Support Department, you’ll be at the heart of our call center operations, delivering first-class customer service in every interaction. You will handle all tasks required to maintain patient satisfaction and ensure accurate and timely shipping of reorders. You will provide cross-functional support to maintain up-to-date documentation and insurance for accurate processing and billing of patient services. You’ll be the front line in solving patient challenges and delivering superior customer service.

Must be willing to work on-site in the Dallas Office. A $2.00 on-site premium is provided.

Residents of Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming, and Illinois are not eligible.

Responsibilities

• Obtain and process authorizations for reorders.
• Resolve patient issues and ensure accurate reorder processing via phone, document processing, and medical record validation.
• Ensure patients have all required medical documentation to permit billing of services.
• Maximize patient base through retention efforts and cross-selling via phone.
• Handle inbound and outbound calls from patients, physicians, and referral sources to ensure patient satisfaction, troubleshoot concerns, add services, verify and explain insurance coverage.
• Audit configuration of supplies based on supporting documentation, formulary requirements, and manufacturer capabilities.
• Maintain a strong understanding of medical documentation, insurance requirements, and company procedures.
• Maintain a high degree of confidentiality due to access to sensitive information.
• Maintain regular, predictable, and consistent attendance; be flexible to meet department needs.
• Position may require evening and weekend availability.

Requirements

• Minimum high school diploma or GED equivalent.
• Customer service experience preferred.
• Proficient computer literacy, including strong keyboarding skills and ability to key data accurately while maintaining strong listening skills.
• Strong attention to detail, multitasking, communication, and organizational skills.
• Exceptional phone and email etiquette.

Benefits

• Competitive salary.
• Bonus/incentive opportunities.
• Comprehensive benefits: medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (vacation and holidays).
• Ongoing training and professional development.
• Work-life balance support, including wellness programs and mental health support.

Schedule

Monday through Friday.

Values

• Certainty: Commit to executing with precision every day. Use appropriate methods and a flexible interpersonal style to build a cohesive, collaborative team based on trust and transparency. Deliver on commitments.
• Compassion: Understand the burdens of patients and their loved ones. Ensure the patient drives business decisions, implementing service practices that meet both patient and organizational needs. Treat others as you want to be treated.
• Advancement: Continuously seek progress and innovation. Encourage innovative approaches for addressing opportunities and facilitating change. Drive cross-functional alignment to accomplish goals. Speak the truth.

About CCS

CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model—identifies non-adherence risk and delivers personalized interventions, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations.

By combining data-driven insights with three decades of industry relationships, CCS supports health plans, providers, employers, and manufacturers who believe value-based care starts by keeping patients healthy. CCS delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. The approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, CCS is a partner in transforming chronic care delivery.