Customer Service Rep - Onsite Roanoke, VA

Tired of nights, weekends, and unpredictable shifts? Join our team for stability, balance, and the compensation you deserve.

About the role

At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals who thrive in a patient-centric dynamic environment. As a Customer Service Representative in the 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 tasks required to maintain patient satisfaction and ensure accurate, 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. This is an on-site position in the Roanoke office.

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.
• 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, consistent attendance and flexibility to meet department needs.

Requirements

• Minimum high school diploma or GED equivalent.
• Customer service experience preferred.
• Proficient computer literacy, including strong keyboarding and ability to key data accurately while maintaining listening skills.
• Strong attention to detail, multitasking, communication, and organizational skills.
• Exceptional phone and email etiquette.
• Position may require evening and weekend availability.
• Must live in the Roanoke area as this is an in-office role.

Values

• Certainty: The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. Use appropriate methods and a flexible interpersonal style to help build a cohesive, collaborative team based on trust and transparency. Deliver what you commit to.
• Compassion: We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction. Ensure the patient is the driving force behind business decisions, implementing service practices that meet the needs of both the patient and the organization. Treat others the way you want to be treated.
• Advancement: We are endlessly looking for ways to progress and become more innovative. Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

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.
• Wellness programs and mental health support.

Schedule

• Monday through Friday.
• Set schedule – no guessing, no rotating shifts.
• Paid holidays + time off on holidays.

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