Digital Enrollment Rep II

Home Care Delivered (HCD) is a rapidly growing specialty medical supply distributor that partners with physicians, home healthcare providers, and other healthcare practitioners by providing medical products to their patients, delivered directly to their homes anywhere across the U.S. HCD has contracts with hundreds of insurance companies including Medicare, state Medicaid plans and commercial insurance plans throughout the U.S. HCD offers a wide array of name-brand products across multiple chronic care categories, including Incontinence, Diabetes, Ostomy, Urological, Wound Care, Equipment and Oral Nutritional Supplements. These products are instrumental in assisting people to return home from a hospital stay or remain in the home setting. HCD has offices across the US and distribution that enables next-day delivery for 96% of the US population. Founded in 1996, HCD has a successful operating history and today employs over 200 teammates. HCD is guided by the company's purpose statement: To help people live with confidence and dignity. With a 98% customer satisfaction rating, HCD is elevating the industry standard.

Due to the success of our organization, we are hiring a Digital Sales and Enrollment Representative!

The DTC Sales and Enrollment Representative is responsible for onboarding new customers through digital channels and inbound calls, converting leads into referrals, and successfully fulfilling their first medical supply order with Home Care Delivered. This role requires strong sales skills, effective communication, the ability to multi-task, and the skill to manage high volumes of inbound and outbound calls.

Key responsibilities include working with individual customers or caregivers, collaborating with medical professionals to ensure accurate documentation, and guiding the customer through the HCD process for insurance-covered medical supplies. The representative identifies customer needs, educates them on HCD’s offerings, and provides appropriate medical supply solutions to meet the consumers’ needs and fall within the coverage guidelines with their insurance plan coverage.

From the initial lead intake to order completion, this role manages the entire customer journey, including liaising with medical offices, completing required paperwork, and converting requests into shipped orders. The representative also promotes HCD as a trusted medical supply partner, ensuring a smooth and seamless experience for both the customer and their healthcare providers, with a specific focus on the end user customer and their family caregivers.

ESSENTIAL DUTIES:

• Communicate with patients [end user customers and their caregivers] regarding who HCD is, what HCD does, and how they can help the individual with obtaining insurance-covered medical supplies through their health plan coverage.
• Communicate with patients and healthcare professionals to provide updates on patient order status.
• Maintain accurate patient account notes after every contact or attempted contact.
• Work swiftly and effectively, with the ability to multi-task to process a customer’s order quickly, following all necessary guidelines and processes.
• Expedite service in urgent situations as determined by management.
• Provides patients with a comprehensive explanation of required documents and explains how to complete required documents, as necessary.
• Identify workflow improvement opportunities to enhance customer experience.
• Maintain confidentiality and clear communication throughout the process.
• Meet personal and team performance goals.
• Must be able to manage customers for Incontinence Medical Supplies, CGM/Diabetes Supplies, and a few ancillary products like blood pressure cuffs and breast pumps. [Appropriate training on these products will be provided in the introductory period right after hire].
• Perform other duties as assigned, which may vary.
• Must be performance driven.
• Must be customer focused.
• Must be able to multi-task.
• Must have a high level of attention to detail.

REQUIREMENTS:

• High School Diploma or GED/Bachelor's Degree Preferred
• Must be proficient in Microsoft Office products.
• Contact/Customer Call Center experience preferred.
• Sales experience with a DTC customer preferred.
• Healthcare call center experience a plus.

PHYSICAL REQUIREMENTS:

• Sitting: Ability to sit for extended periods, typically 6-8 hours a day, while working at a computer station.
• Manual Dexterity: Proficiency in using a keyboard, mouse, and other computer peripherals for data entry and communication purposes.
• Visual Acuity: Ability to view a computer screen for prolonged periods, with good visual acuity to read small print and accurately enter data.
• Hearing: Adequate hearing ability, with or without correction, to understand and respond to customer inquiries via telephone or other audio equipment.
• Repetitive Movements: Regular use of the hands, wrists, and fingers to perform repetitive tasks such as typing and using a mouse.

COMPENSATION:

This is a full-time, non-exempt position with an hourly starting rate of $20 -$23/hour.

BENEFITS:

• Medical/Dental/Vision Insurance
• Health Savings Account
• Life Insurance
• 401K Plan
• Paid Holidays
• Competitive PTO schedule that includes vacation, sick, and personal days
• Paid training
• Casual dress code

Due to the high volume of applications we receive, we are unable to respond individually to each applicant. Rest assured, if your qualifications align with our needs, we will reach out to you directly to discuss the next steps. We request that you refrain from making phone calls to inquire about the status of your application. Thank you for your understanding and interest in joining our team.