Customer Service Representative

22 hours ago

Chattanooga, Tennessee, United States Home Care Delivered Full time
About Home Care Delivered

Home Care Delivered (HCD) is a rapidly growing specialty medical supply distributor that partners with physicians, home healthcare providers, and other healthcare practitioners by providing medical products to their patients, delivered directly to their homes anywhere across the U.S. HCD has contracts with hundreds of insurance companies, including Medicare, state Medicaid plans, and commercial insurance plans throughout the U.S. HCD offers a wide array of name-brand products across multiple chronic care categories, including Incontinence, Diabetes, Ostomy, Urological, Wound Care, Equipment, and Oral Nutritional Supplements. These products are instrumental in assisting people to return home from a hospital stay or remain in the home setting. HCD has offices across the US and distribution that enables next-day delivery for 96% of the US population. Founded in 1996, HCD has a successful operating history and today employs over 200 teammates. HCD is guided by the company's purpose statement: To help people live with confidence and dignity. With a 98% customer satisfaction rating, HCD is elevating the industry standard.

Job Summary

The Customer Service Intake Representative is responsible for managing and following up on all new customer orders. This role involves creating, faxing, mailing, and tracking the necessary medical and/or insurance documentation from physicians' offices, insurance companies, and patients. The representative coordinates every detail of the initial shipment of medical supplies to new customers, ensuring compliance with all regulatory and company policies. Effective communication with healthcare professionals is key, with the ultimate goal of building strong relationships with decision-makers that result in consistent patient referrals.

Key Responsibilities
  • Accurately performs each step in the process from order to ship, including initial engagement and customer intake, data entry to build the order, insurance verification, prior authorization as needed, gathering, and verifying proper documentation, and completing the shipping process.
  • Consistently ensures compliance with established regulatory requirements and department and Company standards and procedures.
  • Effectively communicates with healthcare professionals and customers to provide updates on patient order status, with the overall objective of building professional relationships with key decision-makers that yield regular referring contacts with a continual stream of patient referrals.
  • In accordance with department policy, thoroughly notes patient accounts when action is required/taken and/or upon each completed or attempted contact with the patient.
  • Expedites service in situations requiring urgent attention as determined by management.
  • Provides patients with a comprehensive explanation of required documents and explains how to complete required documents, as necessary.
  • Identifies opportunities for improvement and contributes to solutions to enhance workflow efficiency and enhance the customer's experience.
  • Maintains appropriate level of communication and confidentiality.
  • Performs all other duties as assigned, which may vary at any time with or without notice.
Requirements
  • High School Diploma or GED
  • Call Center experience is required, preferably in a customer service role
  • Medical experience is helpful, such as medical office or CNA experience
  • MS Office knowledge
  • Preference given to bilingual candidates
Physical Requirements
  • Sitting: Ability to sit for extended periods, typically 6-8 hours a day, while working at a computer station.
  • Manual Dexterity: Proficiency in using a keyboard, mouse, and other computer peripherals for data entry and communication purposes.
  • Visual Acuity: Ability to view a computer screen for prolonged periods, with good visual acuity to read small print and accurately enter data.
  • Hearing: Adequate hearing ability, with or without correction, to understand and respond to customer inquiries via telephone or other audio equipment.
  • Repetitive Movements: Regular use of the hands, wrists, and fingers to perform repetitive tasks such as typing and using a mouse.
Compensation

This is a full-time, non-exempt position with an hourly wage ranging from $19 to $23.

Benefits
  • Medical/Dental/Vision Insurance
  • Health Savings Account
  • Life Insurance
  • 401K Plan
  • Paid Holidays
  • Competitive PTO schedule that includes vacation, sick, and personal days
  • Paid training
  • Casual dress code

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