Call Center, Case Management Specialist

Medical Service Company; Danville (IL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay & commissions

Auto & mileage reimbursement

Advancement opportunities

Medical, Dental & Vision Insurance

HSA Account w/Company Contribution

Pet Insurance

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

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, YOU (Mental

Holidays

Job summary

MSC is hiring for a full-time Call Center, Case Management Specialist. The role handles high volumes of inbound calls regarding Respiratory, Durable Medical Equipment and Re-Supplies, aiming for excellent customer service and accurate documentation.

Successful candidates will have at least 1 year of customer service experience, strong communication skills, and the ability to work in a fast-paced team. Competitive benefits and growth opportunities are provided.

Qualifications

• Minimum of 1 year of customer service experience preferred.
• Excellent oral and written communication skills.
• Pleasant personality with excellent phone and interpersonal and organizational skills.
• Ability to prioritize and manage time effectively.
• Knowledge of privacy and data protection regulations, such as HIPAA.

Responsibilities

• Manage high volume 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 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.

Skills

Customer service

Oral and written communication

Phone skills

Interpersonal skills

Time management

Education

High School diploma

Job description

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 prestigious 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!

• 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.