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Client Support Associate

2 months ago

Las Vegas, Nevada, United States SuperCare Health Full time

Enhancing the well-being of individuals with chronic health conditions while delivering exceptional service to our clients.

Are you seeking a fulfilling career? At SuperCare Health, you have the opportunity to fulfill your aspirations by assisting us in addressing the healthcare requirements of our expanding patient base. Here, aligning passion with profession makes hard work incredibly rewarding.

**PLEASE NOTE THIS IS AN IN-PERSON ROLE**

Key Responsibilities:

Under the general oversight of the Customer Care Supervisor, a Customer Care Specialist is tasked with fostering a positive and supportive environment while delivering outstanding customer service to all stakeholders, including patients, clients, referral sources, healthcare providers, sales representatives, and colleagues.

Core Duties:

  • Handles incoming phone inquiries and faxes, processes customer orders for durable medical and respiratory supplies, repairs, and various items.
  • Maintains open lines of communication with patients/clients and referral sources.
  • Addresses patient/client inquiries and resolves issues.
  • Assists walk-in customers as required.
  • Prepares intake documentation, collecting all essential information regarding referrals, patient demographics, contact details, physician, diagnosis, discharge timing and location, and requested items.
  • Assembles all necessary paperwork prior to delivery, including CMN, Rx, ABG, Care Plan, Authorization, etc.
  • Confirms medical necessity with the physician.
  • Verifies eligibility and coverage with insurance providers according to established guidelines or contracts.
  • Checks payer information, obtains authorization, and records expiration dates.
  • Confirms patient demographics and previous equipment usage with the patient.
  • Informs patients of their financial obligations, including copays, share of costs, and deductibles.
  • Accurately enters data for each order (new or existing) into the system in a timely manner.
  • Processes urgent and on-call orders as they are received.
  • Records notes in relevant sections of the insurance, general, and authorization areas within the computer system.
  • Coordinates orders for shipping or dispatching for technician or respiratory therapist deliveries.
  • Stays informed about product and insurance coverage matters to effectively communicate copay and benefit information to patients.
  • Participates in all departmental meetings, company meetings, and training sessions.
  • Reports to work consistently and is prepared to start at the scheduled time.
  • Works Saturday shifts as required or scheduled.
  • Performs additional tasks as requested by supervisors or management.
  • Adheres to all policies and procedures of SuperCare Health.
  • Maintains up-to-date knowledge of all products, guidelines, and insurance coverage trends.
  • Ensures a professional, safe, and clean work environment.
  • Completes all other assigned duties as necessary.
  • Meets minimum monthly performance goals.
  • Schedule includes varying start times.
  • Possesses fundamental computer skills.

Education and Experience Requirements:

  • Experience in a Medical Supply Company.
  • Familiarity with medical terminology and diagnoses.
  • Exceptional customer service abilities.
  • Detail-oriented approach.
  • Prior management, supervisory, or lead experience.
  • Proficiency in Microsoft Word, Outlook, and PowerPoint.
  • Experience in healthcare, medical, and/or HME industry preferred.
  • Able to manage multiple tasks and prioritize activities to achieve results and meet deadlines.
  • Strong organizational skills and attention to detail.
  • Bilingual in Spanish preferred.

Benefits:

  • Medical coverage.
  • Dental coverage.
  • Vision coverage.
  • Flexible Savings Account.
  • 401K plan.
  • Voluntary Life Insurance.
  • Observed holidays include New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

Perks:

  • Paid training opportunities.
  • Paid time off.
  • Sick leave.
  • Opportunities for career advancement.
  • Employee referral rewards program.
  • Employee discount program.

Any employment offer is contingent upon successful completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests.

About SuperCare Health

SuperCare Health is a comprehensive provider of post-acute care and respiratory services, dedicated to managing high-risk respiratory patients in their homes.

Currently, SuperCare Health oversees millions of lives annually, supported by a growing team of over 400 members, and boasts one of the highest satisfaction ratings from both customers and patients.

Our mission is to be the most trusted and preferred resource for managing high-risk, post-acute respiratory patients through our attentive clinical team and innovative solutions. Our comprehensive care solutions, from hospital to home, bridge gaps in care, reduce costs, and enhance outcomes. Our in-home services encompass ventilation, oxygen therapy, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.

We are uniquely positioned to act as a responsive and agile community provider while also maintaining the stability and effectiveness of a large enterprise. As a thriving organization, our primary focus is on what truly matters: reducing hospital readmissions, optimizing outcomes, and improving the lives of patients with chronic health conditions every day.

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