Customer Service Call Center - Work From Home!
Overview:
Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS.
As a Patient Advocate Representative I in our Patient Support Department you’ll be at the heart of our call center operations as you deliver first-class customer service in every interaction. You will handle all tasks required to maintain patient satisfaction and ensure accurate and timely shipping of reorders. You will provide cross-functional support of all business units to maintain up-to-date documentation and insurance for accurate processing and billing of patient services. You’ll be the one on the front line to help solve our patient’s challenges and deliver on our promise of superior customer service.
Responsibilities:
- Obtains and process authorizations for reorders.
- Resolve patient issues and ensures accurate reorder processing via phone, document processing and medical record validation.
- Ensures patients have all required medical documentation to permit billing of services as assigned.
- Maximizes patient base through retention efforts and cross-selling via phone.
- Handles inbound and outbound calls from patients’ physicians and referral sources to ensure patient satisfaction, troubleshoot new and existing patient concerns, add services, verify, and explain insurance coverage to patients
- Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities.
- Maintains a strong understanding of medical documentation, Insurance requirements and company procedures.
- Maintains a high degree of confidentiality always due to access to sensitive information.
- Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department.
- Minimum high School diploma or GED equivalent.
- Customer Service Experience Preferred.
- Proficient computer literacy to include strong keyboarding and ability to key data accurately while maintaining strong listening skills.
- Strong attention to detail, multi-tasking, communication, and organizational skills are essential.
- Exceptional phone and email etiquette.
- Position may require evening and weekend availability.
- Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.
- Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat others the way you want to be treated.
- Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.