Resolution Specialist CSR - Medical DME

J&B Medical Supply Co Inc; Yorktown (VA); À distance; USD 42 000 - 54 000; Plein temps

Résumé du poste

J&B Medical Supply Co Inc in the United States seeks a Service Coordinator-Resolution Specialist. You will support escalation handling for members, conduct quality checks, and assist the order lifecycle with collaboration across teams to provide personalized service. The role emphasizes communication, documentation, and timely resolutions to improve member experience.

Qualifications

• Experience in Patient Care/Health Insurance and Medical Supplies.
• Willingness to work in an office if located within 40 miles of Wixom, MI.

Responsabilités

• Provide support to the resolution team for escalated issues.
• Resolve member issues expeditiously and conduct quality checks.
• Assist in handling the order process from start to finish with relevant teams.
• Document all communications in the company database.
• Coordinate with cross functional departments to support members.

Connaissances

Customer service

Communication

Documentation

Team coordination

Problem solving

Description du poste

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.