Call Center, Case Management Specialist

Position:Call Center, Case Management Specialist

Location: Danville, Champaign, IL

Job :2405

# of Openings:1

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13
-Time recipient of the
prestigious
North Coast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for
Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the
Inc. 5000list in 2024, marking a significant milestone in our company's growth and success!

We are excited to announce that we are hiring for a
full-time Call Center, Case Management Specialist
. Benefits included!

• Competitive Pay, C om missions, Auto & Mileage Reimbursement
• HSA Account w/Company Contribution
• Pet Insurance
• Company provided Life and AD&D insurance
• Short-Term and Long-Term Disability
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Social Recognition Program
• Employee Engagement Opportunities
• CALM App
• 401k (with a matching program) / Roth IRA
• Company Discounts
• Payactiv/On-Demand Pay
• Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

Responsible for incoming phone inquiries related to Respiratory, Durable Medical Equipment and Re-Supplies, working to ensure excellent customer service.

Reports To: Case Management Contact Center Manager

• Manage high volume of inbound calls in a timely manner.
• Follow call center “scripts” when managing different topics.
• Identify customers’ needs, clarify, and confirm information, research the issue, and provide solutions.
• Verify insurance coverage.
• Utilize listening skills to ensure patients’ needs or concerns regarding their equipment or services are addressed timely.
• Ensure that all customer requests are managed accurately and effectively.
• Input patient information and orders into the system, as necessary.
• Collect method of payment when applicable based on equipment and insurance guidelines required by MSC protocol.
• Excellent communication skills to interact with customers over the phone and provide support.
• Ability to accurately document patient and referral interactions, inducing issue descriptions, resolutions, and follow-up actions taken.
• Responsible for meeting personal and team qualitative and quantitative targets.
• Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA)
• Ability to work effectively as part of a team, collaborating with other contact center specialists, technicians, and healthcare professionals.
• Strong organizational skills to manage multiple customers’ enquiries and manage tasks simultaneously.
• Perform other duties as assigned.

• Education: Graduate of an accredited High School

• Minimum of 1 year of progressively responsible customer service experience preferred.
• Customer oriented with excellent oral and written communication skills.
• Pleasant personality with excellent phone and interpersonal and organizational skills.
• Ability to prioritize and manage time effectively.
• Build sustainable relationships and engage customers by taking the extra mile.
• Works well independently and in a demanding environment.