Customer Service Representative - Charlotte, NC - $22 - ONSITE ROLE

CCS; Charlotte (NC); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Ongoing training and development

Remote or hybrid work options

Wellness programs

Job summary

CCS is seeking a Patient Advocate Representative I in our Patient Support Department in Charlotte, NC to deliver first-class customer service and ensure accurate 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.

This onsite role requires excellent communication, confidentiality, and the ability to resolve issues with empathy while coordinating with

Qualifications

• 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.

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.

Skills

Customer service

Computer literacy

Attention to detail

Communication skills

Multitasking

Education

High School diploma or GED

Job description

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.

This position is located in Charlotte, NC. This is an ONSITE role.

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.

Qualifications

• 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.

Values

Certainty

The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• 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.

Compassion

We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• 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 other the way you want to be treated.

Advancement

We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross‑functional alignment to accomplish goals. Speak the truth.

CCS Medical is an EEO/AA employer. M/F/D/V

Company Overview

CCS is the strategic partner addressing America’s most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS’s differentiated model is LivingConnected®, a human‑led, digitally‑enabled clinical solution. PropheSee™—an AI‑powered predictive model that identifies non‑adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first‑of‑its‑kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data‑driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value‑based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS’s approach extends clinical reach while supporting over 200,000 people nationwide with home‑delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer‑reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today’s healthcare challenges, visit ccsmed.com or connect with us on LinkedIn.

What We Offer

• Competitive Salary
• Bonus/Incentive Opportunities/commission: (if applicable)
• Comprehensive Benefits:
  • Medical, dental, and vision insurance
  • 401(k) with company match
  • Paid time off (vacation and holidays)
• Growth & Development:
  • Ongoing training and professional development
• Work‑Life Balance:
  • Remote or hybrid work options (if applicable)
  • Wellness programs and mental health support