Customer Service Rep I

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, is elevating the industry standard.

Due to the success of our organization, we are hiring Customer Service Representatives to work remotely!

Position Start Date: February 10, 2025

Available Shifts: Tuesday - Saturday, 8am-5pm EST

                             Monday-Thursday, 8am-6pm EST and Sunday 1pm - 5pm

                             Monday - Friday, 12pm - 9pm EST

The Customer Service Representative will be a vital member of our call center team where they will engage with both internal and external customers in a highly professional manner. This role will be responsible for coordinating the shipment of medical supplies to our recurring customers, ensuring compliance with all regulatory and company policies.

ESSENTIAL DUTIES:

• Communicates with internal and external customers via telephone and email in a highly professional, caring and knowledgeable manner.
• Properly documents and notes all orders with actions taken and other pertinent information.
• Maintains current knowledge of, and adhere to the company's product formularies.
• Demonstrates knowledge of insurance procedures and regulations and be able to discuss them with customers, medical professionals, and caregivers as they relate to specific customer policies.
• Executes all tasks required to accurately assist customers in receiving products for all conditions serviced by HCD.
• Conditions to include; Incontinence, Diabetic, and Nutritional
• Meets & maintains department productivity standards as communicated by the Customer Service Management team.
• Maintains acceptable QA Standards on calls as measured by Customer Service Leadership team.
• Performs all other duties as assigned, which may vary at any time with or without notice.
• Cooperates with internal and external investigations, reviews and audits. Engages in good faith reporting of compliance concerns. Participates in annual and ad hoc compliance training.
• Performs all duties in full compliance with all federal and state statutes, regulations and policies, CHAP requirements & policies, and HCD's Compliance Program & Standards; including but not limited to; maintaining strict confidentiality and privacy of patients' protected health information (as defined by HIPPA) in accordance with HIPPA regulations.

REQUIREMENTS:

• High School Diploma or GED
• Call Center experience is required, preferably in a customer service role
• Medical experience is helpful. Medical office, CNA, etc.
• MS Office knowledge
• Preference given to bilingual candidates
• Designated workspace at home, free of distractions

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 wage ranging from $15 to $19.

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.