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Customer Care Specialist

SuperCare Health

Customer Care Specialist

Riverside, CA
Full Time
Paid
  • Responsibilities

    ESSENTIAL DUTIES:

    Under the general supervision of the Customer Care Supervisor, a Customer Care Specialist is responsible for maintaining a positive, helpful attitude and approach in providing excellent customer service to all customers which includes; patients, clients, referral sources, physicians, sales representatives, and fellow coworkers.

    RESPONSIBILITIES:

    • Answers incoming phone calls and faxes, takes customers' orders for durable medical and respiratory equipment, repairs, supplies, and other miscellaneous items
    • Maintains open communication with patients/clients and referral sources
    • Responds to patient/client questions and problems
    • Services walk in customers as needed
    • Prepares intake, gathers all necessary information about referral, patient demographics, contact person, physician, diagnosis, discharge time and place, item(s) requested
    • Gathers all necessary documentation, prior to delivery CMN, Rx, ABG, Care Plan, Auth, etc.
    • Verifies medical necessity with physician
    • Verifies eligibility and coverage with Insurance and carrier according to guidelines or contract
    • Verifies payer (with matrix), obtains authorization, expiration date
    • Verifies patient demographics and prior equipment usage with patient
    • Informs patient of financial responsibilities: copay, share of cost, deductible, etc.
    • Enters data and each order (new or otherwise) in system accurately and in a timely manner
    • Processes closet and on call orders as received
    • Enters notes in appropriate areas of insurance, general, and authorizations in the computer system
    • Process orders to shipping or dispatching for Technician or RT deliveries
    • Remains knowledgeable on product and insurance coverage issues in order to inform patients of copays and other benefit information
    • Attends all departmental meetings, company meetings, and in-services
    • Reports to work daily and is ready to work at the scheduled start time
    • Works Saturday assignment as needed or scheduled
    • Performs any other duties that may be requested by supervisor or management
    • Understand and adheres to all of SuperCare Health company policies
    • To remain knowledgeable to date on all products, guidelines and insurance coverage trends
    • Maintain a professional safe and clean work environment.
    • Understand and adheres to all of SuperCare Health company policies.
    • Perform all other duties as assigned and required
    • Must meet minimum of monthly goals

    EDUCATION AND OR WORK EXPERIENCE REQUIREMENTS:

    • Experience with Medical Supply Company
    • Knowledge of diagnosis and Medical terminology
    • Excellent Customer Service skills
    • Detail oriented
    • Previous Management/Supervisor or Lead experience
    • Proficiency in Microsoft Word, Outlook, and PowerPoint
    • Experience in healthcare, medical and/or HME industry (preferred)
    • Be able to work on multiple tasks. Plan and prioritize actives to achieve results and meet deadlines
    • Strong organizational skills and detail oriented