Resolution Specialist CSR - Medical DME

J&B Medical Supply Co Inc; Beryl (WV); Remote; USD 22,000 - 30,000; Full time

Job summary

J&B Medical Supply Co Inc is seeking a Service Coordinator-Resolution Specialist to support escalated member issues with a focus on timely resolutions. You will work within the Resolution Team to guide orders from start to finish, ensuring a personalized experience for patients with various insurance challenges.

This full-time role involves collaboration with cross-functional teams, documentation of all interactions, and adherence to complaint and quality processes.

Qualifications

• Experience handling patient care or health insurance related inquiries.
• Strong communication and problem-solving to resolve escalated member issues.
• Ability to document all interactions accurately in the CRM/database.

Responsibilities

• Provide resolutions to escalated member issues with urgency and accuracy.
• Coordinate with Medical Documents, Verification Team, Shipping, and other departments to complete orders.
• Document communications clearly and maintain updated records in the company system.
• Respond to inquiries via phone, portal, or text and provide timely updates to members.
• Support quality checks and suggest process improvements to leadership.

Skills

Customer service

Healthcare experience

Medical supplies knowledge

Job description

Description

HIRING REMOTE IN THE FOLLOWING STATES ONLY: AL, FL, GA, IN, LA,MO, MS, NC, SC, TN, TX, VA, & WV

***** EQUIPMENT IS NOT PROVIDED, YOU MUST HAVE YOUR OWN COMPUTER EQUIPMENT

We are seeking CSRs with experience in Patient Care/Health Insurance and Medical Supplies to join our Resolution Team.

If you are located within 40 miles of Wixom, Michigan you would be required to work full time in office.

Target start date: 11/4/26

Summary:

The Service Coordinator-Resolution Specialist is responsible for providing support to the J&B teams and Leadership with escalated issues. The role will focus on providing resolutions to our Patients in an expedited manner while conducting quality checks and suggestions for improvement. The Service Coordinator-Resolution Specialist will assist in handling the order process from start to finish with the assistance of appropriate teams to provide a personalized experience with our escalated members.

Requirements

Essential Functions

• Understands the account flow process for a member, including resources needed to assist with the progression of an order
  • Addresses negative survey results by conducting account research, quality checks, and contacts members as needed to acknowledge feedback and provide solutions if applicable
  • Provides updates to inquiries from providers sent to the Provider Status Update email inbox
  • Responds to negative social media reviews to resolve in a timely manner
  • Follows the necessary steps to address formal complaints, according to J&B Medical’s Complaint Process
  • Submits process improvement suggestions to leadership that may improve the member’s order process or internal work process
  • Submits educational opportunities to ensure team members are coached accordingly (when needed) to follow the propriate processes
  • May run reports to share with leadership and point of contacts regarding contracts with specified insurances
• Reviews account deactivation emails to identify trends and further research for member retention when possible
• Clearly documents all correspondence in the company database
• Communicates with members through phone calls, Web Portal, or texts as needed to provided needed updates
• Works closely with other cross functional departments such as Medical Documents, Dynamic Synergy, Verification Team, Quality, Shipping, etc.
• Other duties as assigned to meet business needs

Position Type:

This is a full-time position. Days are Monday through Friday 8 hours of work per day, can vary from 6:00am to 6:00pm. Occasional evening and weekend work may be required as job duties demand.