Customer Care Specialist

Overview

“Improving the lives of those with chronic care diseases while providing solutions to our customers." Looking for a new opportunity? At Super Care Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

NOTE: THIS IS AN IN-PERSON ROLE.

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 including patients, clients, referral sources, physicians, sales representatives, and fellow coworkers.

• 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
• Serves 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 for each order (new or existing) in the 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
• Processes orders to shipping or dispatching for Technician or RT deliveries
• Remains knowledgeable on product and insurance coverage issues 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 assignments as needed or scheduled
• Performs any other duties that may be requested by supervisor or management
• Understands and adheres to all Super Care Health company policies
• Maintains knowledge of all products, guidelines and insurance coverage trends
• Maintains a professional, safe, and clean work environment
• Performs all other duties as assigned and required
• Meets minimum monthly goals
• Schedule – varying start times
• Fundamental computer skills

• 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 Power Point
• Experience in healthcare, medical and/or HME industry (preferred)
• Ability to work on multiple tasks, plan and prioritize activities to achieve results and meet deadlines
• Strong organizational skills and attention to detail
• Bilingual Spanish preferred

• 1001 Pectin Court, Milpitas, CA 95035

• Medical
• Dental
• Vision
• Flexible Spending Account
• 401K
• Voluntary Life Insurance
• Observed Holidays:
  New Year s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program
• Compensation dependent on experience and qualifications with a range of: CCS 1 $ 18.70-$28.88, CCS 2 $ 19.80-$31.19

Employment Contingencies: Any employment proposal is contingent upon satisfactory completion of background check, reference checks, driving record (if applicable), pre-employment drug and TB tests.

Super Care Health is a comprehensive, post-acute care, respiratory services company focused on managing high-risk respiratory patients in their homes. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech solutions. Our end-to-end care solutions, from the hospital to the home, close gaps in care, reduce costs, and improve outcomes.

We are structured to be a responsive community provider with the stability of a large enterprise and focus on reducing hospital readmissions and improving patient outcomes daily.