Call Center, Case Management Specialist

Call Center, Case Management Specialist

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-time recipient of the NorthCoast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US. In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are excited to announce that we are hiring for a full-time Call Center, Case Management Specialist. Benefits included! Apply today to become a part of our dynamic team!

Competitive Pay, Commissions, Auto & Mileage Reimbursement

Advancement Opportunities

Medical, Dental & Vision Insurance

HSA Account w/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

Social Recognition Program

Employee Engagement Opportunities

CALM App

401k (with a matching program) / Roth IRA

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

General: Responsible for incoming phone inquiries related to Respiratory, Durable Medical Equipment and Re-Supplies, working to ensure excellent customer service. Reports To: Case Management Contact Center Manager

Responsibilities and Duties:

Manage high volume of inbound calls in a timely manner.

Follow call center "scripts" when managing different topics.

Identify customers' needs, clarify, and confirm information, research the issue, and provide solutions.

Verify insurance coverage.

Utilize listening skills to ensure patients' needs or concerns regarding their equipment or services are addressed timely.

Ensure that all customer requests are managed accurately and effectively.

Input patient information and orders into the system, as necessary.

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.

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.

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

Requirements and Skills:

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.

Ability to prioritize and manage time effectively.

Initiative-taking, Collaborator

Build sustainable relationships and engage customers by taking the extra mile.

Works well independently and in a demanding environment.