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Customer Support Advocate

3 months ago

San Diego, United States SuperCare Health Full time

**“Improving the lives of those with chronic care diseases while providing solutions to our customers."**
- Looking for a new opportunity? At SuperCare 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._

A Customer Support Advocate (CSA) acts as the support liaison between Sales, Referrals and Customer Service, communicating with RAEs and all appropriate teams to ensure quick and proper handling of orders to meet SLAs. The CSA will identify and where possible resolve areas of vulnerability and communicate with sales, customer service and referral sources any identified patterns resulting in delayed setups and patient cancellations.

**Essential Duties**:
Under the supervision of the Customer Service Manager, the CSA is responsible for maintaining an open line of communication between referral sources, Sales, Distribution, and Customer Service. The CSA will be tasked with working directly with the RAE's (Respiratory Account Executives) & Referral sources while monitoring the daily activity of orders for the region as they flow through the order process to ensure SLAs are met and patients are serviced within acceptable time frames. They will also identify error patterns both internally and externally to ensure SCH teams and Referrals are educated on payer requirements and correct processing of orders.

**Responsibilities**:

- Using the DocFlow+ Dashboards, a CSA will monitor and review the daily tasks moving through the order process; alerting team supervisors and managers of any backlog or areas of concern that may affect the timely completion of an SLA or risk the relationship of a referral source.
- Through monitoring orders any key issues identified will be rectified either by the CSA or they will work directly with the team or individual to resolve the issue causing an order to be delayed or errors in processing. If necessary the CSA will pull the order and work it themselves if this is the only way to meet SLA.
- Serve as a direct contact for RAE associated referrals and RAEs and an assigned region regarding the status of submitted orders or the availability of inventory to fulfill urgent requests.
- Process urgent order requests across all queues.
- Participate in regular meetings with Sales, Distribution and CCS teams to analyze inventory needs based on order volume.
- Review daily order cancellations, report trends to RAEs and referral sources to ensure no disruption of SLAs due to lack of communication and documentation.
- Participates in company in-services and assigned product and coverage training.
- Attends all department meetings and company meetings.
- Reports to work daily and is ready to begin at the scheduled start time. Works weekend assignments as needed or scheduled.
- Performs any other duties that may be requested by supervisor or management.
- Understands and adheres to all of SuperCare Health company policies.
- Perform all other duties as assigned and required.
- Meets minimum monthly goals as outlined.

**Work Experience Requirements**:

- Customer service experience with a medical supply company or demonstrated success in a Customer Care role.
- Knowledge of diagnosis and medical terminology.
- Knowledge of Insurance Payer landscape and eligibility/paperwork requirements.
- Working knowledge of the full range of products offered by SuperCare and the review process needed to dispense them.
- Excellent communication skills both verbal and written.
- Proficiency in Google Workspace tools (Gmail, Google Sheets, Google Docs, Google Slides).
- Capacity to work on multiple tasks, plan and prioritize activities to achieve results and meet deadlines.
- Strong organizational skills and detail oriented.

**Benefits**:

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

**Perks**:

- Paid Training
- Paid Time Off
- Sick Time
- Growth Opportunities
- Employee Referral Reward Program
- Employee Discount Program

**What SuperCare Health is About**
- "SuperCare Health is a comprehensive, post
- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes._
- Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients._
- 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, innovative solutions. Our end-to
- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy