Customer Service Representative - Charlotte, NC - $22 - ONSITE ROLE

Overview

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. As a Patient Advocate Representative I in our Patient Support Department you’ll be at the heart of our call center operations as you deliver first-class customer service in every interaction.

Responsibilities

• Obtains and process authorizations for reorders.
• Resolve patient issues and ensures accurate reorder processing via phone, document processing and medical record validation.
• Ensures patients have all required medical documentation to permit billing of services as assigned.
• Maximizes patient base through retention efforts and cross-selling via phone.
• Handles inbound and outbound calls from patients’ physicians and referral sources to ensure patient satisfaction, troubleshoot new and existing patient concerns, add services, verify, and explain insurance coverage to patients.
• Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities.
• Maintains a strong understanding of medical documentation, Insurance requirements and company procedures.
• Maintains a high degree of confidentiality always due to access to sensitive information.
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.

Qualifications

• Minimum high School diploma or GED equivalent.
• Customer Service Experience Preferred.
• Proficient computer literacy to include strong keyboarding and ability to key data accurately while maintaining strong listening skills.
• Strong attention to detail, multi-tasking, communication, and organizational skills are essential.
• Exceptional phone and email etiquette.
• Position may require evening and weekend availability.

Values

• Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.
• Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization.
• Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.

What We Offer

• Competitive Salary Bonus/Incentive Opportunities/commission: (if applicable)
• Comprehensive Benefits: Medical, dental, and vision insurance 401(k) with company match
• Paid time off (vacation and holidays)
• Growth & Development: Ongoing training and professional development
• Work-Life Balance: Remote or hybrid work options (if applicable)
• Wellness programs and mental health support