Sr. Customer Care Specialist

Senior Customer Care Specialist

IHCS provides an Integrated Delivery System in the home setting, which includes, DME, Respiratory, Home Health and Home Infusion services. IHCS has a select network of Medicare and/or Medicaid Certified and Accredited providers to respond to the needs of our patients 24/7. We operate with the sole intent of providing the highest quality in-home care services that improve and enhance the daily living for our patients, where our patients are #1. Our delivery model is trusted by national Managed Care Organizations (MCOs), physicians and patients, positioned with over two decades of expertise as the market leader in value-based Home Health, Durable Medical Equipment, and Home Infusion Services. We currently serve over 2 million lives throughout the nation and the Commonwealth of Puerto Rico. Join our team as we strive for excellence through teamwork delivering high quality care to our patients through Exceptional Customer Service, Proven Outcomes, and Seamless Care. Offering a competitive compensation package, including but not limited to; Medical, Vision, Dental, Short- and Long-term insurance, 6+ Days of Holidays Pay, 13 days of PTO, Employer paid life insurance, 401K with employer contribution, Wellness program with reward incentives, Employee recognition and reward programs.

The Senior Customer Care Specialist is responsible for overseeing the Customer Care Specialists, Fulfillment Verification and Escalations team. This role plays a critical role in coordinating healthcare services, ensuring timely delivery of approved services and items for patients. This role involves supervising daily workflow, optimizing productivity, and maintaining high standards of accuracy and efficiency. This multi-faceted position involves daily interactions with patients, healthcare providers, home health agencies, durable medical equipment (DME) providers, and health plans. This role requires strong leadership, problem-solving, and organization skills to ensure smooth operations and continuous improvement in Fulfillment Verification and Escalations.

What will you need to succeed:

• Associates degree OR equivalent experience.
• High school diploma or equivalent required; associate or bachelor's degree in healthcare administration or a related field preferred.
• 13 years of experience in customer service, healthcare coordination, or referral management.
• Experience working with health plans, home health agencies, or DME providers is a plus.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Proficiency in Microsoft Office Suite products (Word, Excel)
• Knowledge of HIPAA, CMS, and healthcare regulatory requirements.

Join our team as we strive for excellence through teamwork, where our patients are #1! IHCS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.