Advanced Diabetes Supply, a division of North Coast Medical Supply (NCMS), specialize in making it easier for patients living with Diabetes by providing their diabetes testing supplies nationwide. Our highly trained staff and proprietary technology ensures Customer satisfaction with every shipment. Our Diabetes Specialty Business Unit (DSBU) teammates are responsible for servicing our Continuous Glucose Monitor and Pump Supply patients in accordance with DMEPOS guidelines.
DSBU New Patient Care teammates is responsible for handling a high number of inbound and outbound calls from/to patients and partners providing insurance benefits, educating patients on product, communicating professionally via email with partnering manufacturers, collecting co-pays, driving a sale, and providing timely, professional and reliable customer service. In addition, DSBU New Patient Care teammates are responsible for creating orders, maintaining all patient demographics, collecting, following-up and understanding medically necessary documentation and maintaining insurance information current. DSBU New Patient Care teammates will work within the scope of responsibilities as dictated below, with guidance and support from Customer Care leadership team.
Primary Responsibilities, Expected Professional Competencies
- Initiate large number of outbound calls to facilitate orders, educate patients on products, and provide status updates for partnering manufacturers and drive sales.
- Receive high volume of inbound calls pertaining to benefits, product, documentation, insurance and status.
- Maintains an efficient and effective outbound and inbound call strategy so as to service PSS patients as promptly as possible and support other patients and teammates.
- Promptly responds to patient inquiries over the phone with the end goal of being as helpful as possible.
- Maintain a flawless queue of all active patients requiring any level of follow-ups.
- Initiate call to patient and physician to help obtain documentation required.
- Obtain, review and maintains documentation for new and existing patients.
- Verifies that appropriate supporting documentation has been obtained prior to shipment.
- Reviews authorization approvals and determines validity and remaining quantities for dispense.
- Reviews insurance verifications, calculates co-pays and relays benefits accordingly.
- Provides excellent customer service by positively engaging with patient and physician, promptly delivering and explaining coverage benefits, and supporting patient and physician through the process of obtaining appropriate PSS in accordance with DMEPOS guidelines
- Works closely with insurance and billing departments to ensure orders are acceptable to ship.
- Maintains accurate and detailed records in company database.
- Achieves set goals and performance objectives.
- Is reliable, engaged and provides feedback so as to improve processes and policies.
- Maintains a high degree of confidentiality at all times.
- Follows all HIPPA regulations and requirements.
- Adapts quickly to frequent process changes and improvements
- Attends all department, team, and weekly company meetings as required
- Perform any additional responsibilities or special projects as required
- Duties and responsibilities may be subject to change based upon the needs of the department
Required Education, Training and/or Professional Experience
- High School diploma or GED required
- 1-2-year(s) work experience in a customer service call center preferred
- Excellent customer service skills, including phone and inter personal skills
- Ability to listen and apply feedback
- Computer proficiency in MS Word, Excel, and Outlook preferred
- Typing accuracy of 35 wpm minimum
- Strong attention to detail and ability to multi-task, with strong sense of urgency
- Highly motivated, positive mentality, and target driven
- Strong selling, communication, and negotiation skills
- High comfort level working with culturally diverse team members and clients
- Clear diction and knowledge of the English language, both written and verbal
- Work history of excellent attendance and punctuality
- Solid mathematical skills, including addition, subtraction, multiplication, and division
- Knowledge of medical terminology preferred; knowledge of diabetes a plus
- Bilingual in Spanish (read, write, and speak) preferred
- Candidate must successfully pass a background check.
License/Certification Requirements
- Pharmacy Technician License a plus; not required