Contact Center Specialist, Case Management responsible for incoming phone inquiries related to Respiratory, Durable Medical Equipment and Re-Supplies, working to ensure excellent customer service.
Responsibilities and Duties:
- Manage high volume of same day urgent orders.
- Review all inbound documents received.
- Make outbound calls to physician offices and hospitals to request pending documentation necessary for qualification.
- Verify patient demographic information.
- Confirm and validate insurance coverage.
- Review benefits for patients and/or their families.
- Collect method of payment when applicable based on equipment and insurance guidelines required by MSC protocol.
- Excellent communication skills to interact with customers over the phone and provide support.
- Ability to accurately document patient and referral interactions, inducing issue descriptions, resolutions, and follow-up actions taken.
- Responsible for meeting personal and team qualitative and quantitative targets.
- Consistently utilize Medical Service Company’s designated tools developed for this position.
- Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA)
- Ability to work effectively as part of a team, collaborating with other contact center specialists, technicians, and healthcare professionals.
- Schedule Deliveries.
- Generate and review medical necessity forms to ensure compliance and enter for billing purposes.
- Strong organizational skills to manage multiple customers’ enquiries and manage tasks simultaneously.
- Perform other duties as assigned.
Qualifications:
Education: Graduate of an accredited high school.
Experience/Knowledge/Skills/Physical Requirements:
- Minimum of 1 year of progressively responsible customer service experience preferred.
- Customer oriented with excellent oral and written communication skills.
- Pleasant personality with excellent phone and interpersonal and organizational skills (a team player)
- Ability to organize and coordinate multiple tasks.
- Build sustainable relationships and engage customers by taking the extra mile.
- Self-Starter
- Works well independently
**Starting no less than $16.50/hr