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Customer Support Advocate

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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 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 Process 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 assignment as needed or scheduled Performs any other duties requested by supervisor or management Understand and adheres to all of SuperCare Health company policies To remain knowledgeable up 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 a minimum of monthly goals Schedule- varying start times Fundamental Computer Skills 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 activities to achieve results and meet deadlines Strong organizational skills and detail-oriented Bilingual Spanish Preferred Location: Corporate location is in City of Industry 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 Remote Work Opportunity Growth Opportunities Employee Referral Reward Program Employee Discount Program

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