Contact Center Specialist, Case Management

2 weeks ago

Cleveland, United States Medical Service Company Full time
MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and

respiratory provider that's been in business for 70+ years

MSC is a 13-Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work - 2024

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In Addition, we are very proud to share that we have been awarded the distinguished honor of

2021 - HME Provider of the Year

We are hiring: FULL TIME WITH BENEFITS APPLY TODAY

  • Competitive Pay
  • Advancement Opportunities
  • Medical, Dental & Vision Insurance
  • HSA Account w/Company Contribution
  • Pet Insurance
  • Company provided Life and AD&D insurance
  • Short-Term and Long-Term Disability
  • Tuition Reimbursement Program
  • Employee Assistance Program (EAP)
  • Employee Referral Bonus Program
  • DEI&B Program
  • Social Recognition Program
  • Employee Engagement Opportunities
  • CALM App
  • 401k (with a matching program) / Roth IRA
  • Company Discounts
  • Payactiv/On-Demand Pay
  • Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

Contact Center Specialist, Case Management responsible for incoming phone inquiries related to Respiratory, Durable Medical Equipment and Re-Supplies, working to ensure excellent customer service.

Responsibilities and Duties:
  • Manage high volume of same day urgent orders.
  • Review all inbound documents received.
  • Make outbound calls to physician offices and hospitals to request pending documentation necessary for qualification.
  • Verify patient demographic information.
  • Confirm and validate insurance coverage.
  • Review benefits for patients and/or their families.
  • Collect method of payment when applicable based on equipment and insurance guidelines required by MSC protocol.
  • Excellent communication skills to interact with customers over the phone and provide support.
  • Ability to accurately document patient and referral interactions, inducing issue descriptions, resolutions, and follow-up actions taken.
  • Responsible for meeting personal and team qualitative and quantitative targets.
  • Consistently utilize Medical Service Company's designated tools developed for this position.
  • Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA)
  • Ability to work effectively as part of a team, collaborating with other contact center specialists, technicians, and healthcare professionals.
  • Schedule Deliveries.
  • Generate and review medical necessity forms to ensure compliance and enter for billing purposes.
  • Strong organizational skills to manage multiple customers' enquiries and manage tasks simultaneously.
  • Perform other duties as assigned.

Qualifications:

Education: Graduate of an accredited high school.

Experience/Knowledge/Skills/Physical Requirements:
  • Minimum of 1 year of progressively responsible customer service experience preferred.
  • Customer oriented with excellent oral and written communication skills.
  • Pleasant personality with excellent phone and interpersonal and organizational skills (a team player)
  • Ability to organize and coordinate multiple tasks.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Self-Starter
  • Works well independently

Starting no less than $16.50/hr

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