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
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Maintains open communication with patients/clients and referral sources
- Responds to patient/client questions and problems
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Services walk in customers as needed
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Prepares intake, gathers all necessary information about referral, patient demographics, contact person, physician, diagnosis, discharge time and place, item(s) requested
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Gathers all necessary documentation, prior to delivery CMN, Rx, ABG, Care Plan, Auth, etc.
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Verifies medical necessity with physician
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Verifies eligibility and coverage with Insurance and carrier according to guidelines or contract
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Verifies payer (with matrix), obtains authorization, expiration date
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Verifies patient demographics and prior equipment usage with patient
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Informs patient of financial responsibilities: copay, share of cost, deductible, etc.
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Enters data and each order (new or otherwise) in system accurately and in a timely manner
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Processes closet and on call orders as received
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Enters notes in appropriate areas of insurance, general, and authorizations in the computer system
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Process orders to shipping or dispatching for Technician or RT deliveries
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Remains knowledgeable on product and insurance coverage issues in order to inform patients of copays and other benefit information
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Attends all departmental meetings, company meetings, and in-services
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Reports to work daily and is ready to work at the scheduled start time
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Works Saturday assignment as needed or scheduled
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Performs any other duties that may be requested by supervisor or management
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Understand and adheres to all of SuperCare Health company policies
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To remain knowledgeable to date on all products, guidelines and insurance coverage trends
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Maintain a professional safe and clean work environment.
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Understand and adheres to all of SuperCare Health company policies.
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Perform all other duties as assigned and required
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Must meet minimum of monthly goals
Education and or Work Experience Requirements:
- Experience with Medical Supply Company
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Knowledge of diagnosis and Medical terminology
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Excellent Customer Service skills
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Detail oriented
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Previous Management/Supervisor or Lead experience
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Proficiency in Microsoft Word, Outlook, and PowerPoint
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Experience in healthcare, medical and/or HME industry (preferred)
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Be able to work on multiple tasks. Plan and prioritize actives to achieve results and meet deadlines
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Strong organizational skills and detail oriented
