SCOPE OF ROLE

Advanced Diabetes Supply, a division of North Coast Medical Supply (NCMS), specializes in making it easier for patients living with Diabetes by providing their diabetes testing supplies nationwide.  Our highly trained staff and proprietary technology ensure Customer satisfaction with every shipment. NCMS New Patient Care Specialist is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order of supplies. The New Patient Care Specialist will work within the scope of responsibilities as dictated below with guidance and support from the Customer Care leadership team.

PRIMARY RESPONSIBILITIES, EXPECTED PROFESSIONAL COMPETENCIES

• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products
• Maintains high call volume per day (80+ combined inbound and outbound calls per day)
• Provides excellent customer service while obtaining patient demographics
• Manages average of 150+ patient accounts per month
• Required to ship an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated daily)
• Work closely with other Billing and Insurance; and Physician Support departments to confirm patient orders are eligible to ship
• Maintains accurate and detailed records in company database
• Adapts quickly to frequent process changes and improvements
• Is reliable, engaged, and provides feedback as to improve processes and policies
• Adapts quickly to frequent process changes and improvements
• Is reliable, engaged, and provides feedback as to improve processes and policies
• Attends all department, team, and weekly company meetings as required
• Perform any additional responsibilities or special projects as required
• Duties and responsibilities may be subject to change based upon the needs of the department

REQUIRED EDUCATION, TRAINING AND/OR PROFESSIONAL EXPERIENCE

• High School diploma or GED required
• 1-2 year(s) work experience in a customer service call center preferred
• Excellent Customer service skills, including phone and interpersonal skills
• Computer proficiency in MS Word, Excel, and Outlook preferred
• Typing accuracy of 35 wpm minimum
• Database data entry experience preferred.
• Clear diction and knowledge of the English language, both written and verbal
• Work history of excellent attendance and punctuality
• High comfort level working with culturally diverse team members and clients
• Solid mathematical skills, including addition, subtraction, multiplication, and division
• Knowledge of medical terminology preferred; knowledge of orthotics and diabetes a plus
• Some experience with medical insurance and/or DME a plus

LICENSURE / CERTIFICATION REQUIREMENTS

• Candidate must successfully pass a background check

POSITION CLASSIFICATION

This position is non-exempt.  ADS/North Coast Medical Supply is an equal opportunity employer.  Candidates must be able to provide proof of eligibility to work in the United States without support; sponsorship is not available.