Contact Center Specialist for Patient Support

3 weeks ago


Cleveland, Ohio, United States Medical Service Company Full time

We are seeking a skilled Contact Center Specialist, Case Management to join our team at Medical Service Company. In this role, you will be responsible for providing top-notch customer service to patients and healthcare professionals, ensuring timely and efficient resolution of inquiries related to respiratory, durable medical equipment, and re-supplies.

About Us

Medical Service Company is a family-owned and operated durable medical equipment and respiratory provider that has been in business for over 70 years. We have been recognized as a Top Workplace to work by the prestigious NorthCoast 99 Award and have received the National HME Excellence Award for Best Home Medical Equipment company in the US.

Job Description

The Contact Center Specialist, Case Management will be responsible for:

  1. Managing high volumes of same-day urgent orders
  2. Reviewing all inbound documents received
  3. Making outbound calls to physician offices and hospitals to request pending documentation necessary for qualification
  4. Verifying patient demographic information
  5. Confirming and validating insurance coverage
  6. Reviewing benefits for patients and/or their families
  7. Collecting method of payment when applicable based on equipment and insurance guidelines required by MSC protocol
  8. Providing excellent communication skills to interact with customers over the phone and provide support
  9. Accurately documenting patient and referral interactions, including issue descriptions, resolutions, and follow-up actions taken
Requirements and Qualifications

To be successful in this role, you will need:

  1. A minimum of 1 year of progressively responsible customer service experience
  2. Excellent oral and written communication skills
  3. Pleasant personality with excellent phone and interpersonal and organizational skills
  4. Ability to organize and coordinate multiple tasks
  5. Build sustainable relationships and engage customers by taking the extra mile
Salary and Benefits

We offer a competitive salary starting at $16.50 per hour, with opportunities for advancement and professional growth. Our comprehensive benefits package includes:

  • Competitive pay
  • Advancement opportunities
  • Medical, dental & vision insurance
  • HSA account with 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
  • 401(k) with matching program/Roth IRA
  • Company discounts
  • Payactiv/on-demand pay
  • Paid vacation, sick days, YOU days, and holidays


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