Job Description

Description:

Advanced Diabetes Supply® was founded on the bold principle of creating a knowledgeable, reliable and demonstrably superior diabetes supply company. Our approach, coupled with a commitment to service and innovation, has catapulted Advanced Diabetes Supply® to a national leader in the industry. Creating high-performance, adaptive teams requires a relentless commitment to hiring the best. We strive to maintain a casual, fun environment whenever possible, but we don’t just play around. We work hard every day to provide a positive work culture and respectful atmosphere. The standards we set for ourselves are high, and we love to be challenged! If you enjoy working in a collaborative environment, have a passion for excellence and a bias for action, we may be just what you’ve been looking for.

POSITION SUMMARY

NCMS Customer Care Specialist is responsible for on-going communication with patients, connecting with providers, and internal departments to assure the accuracy and efficiency of a customer’s refill of supplies. The Customer Care Specialist will work within the scope of responsibilities as dictated below with guidance and support from Customer Care leadership team.

ESSENTIAL FUNCTIONS

• Assists NCMS patients over the phone, email, or chat.
• Manages and maintains moderate call volume per day.
• Provides effective customer service while verifying and updating patient accounts.
• Manages assigned patient accounts.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed records in company systems.
• 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.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• Embraces and exemplifies ADS core values:

o We grow together

o We care

o We obsess over the customer experience

o We commit

o We WOW!

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.

Requirements:

• High School diploma or equivalent
• Customer service experience in a call center environment desirable
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Basic level of MS Office proficiency
• Basic knowledge of, or ability to learn customer service specialization

EXPECTED COMPETENCIES

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations
• Effective interpersonal skills
• Clear diction and knowledge of the English language, both written and verbal
• Service-orientation and aptitude to resolve customer grievances
• Self-directed accountability and reliability • Cultural competence
• Candidates must successfully pass a background check

COMPENSATION PACKAGE

Salary ranges may vary depending on location. The general hiring range for this position is $15.50 - $16.00 per hour. Actual compensation depends on education, experience and relevant skills. In addition, benefits include:

• Health, Dental & Vision options
• FSA and HSA plan with Employer Contribution
• Employer paid EAP
• 401k with 4% Company Match
• Discretionary Profit-Sharing Plan
• Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
• In-house Training Programs
• A fun culture in a fast-growing organization!

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Company Description

Advanced Diabetes Supply a division of North Coast Medical Supply (NCMS), specializing in making it easier for patients living with Diabetes by providing their diabetes testing supplies nationwide. Our highly trained staff and proprietary technology ensures Customer satisfaction with every shipment. US Med is based in Doral, FL and have been successfully supplying Diabetic patients for over 20 years!