Call Center, Case Management Specialist

We are looking for TOP PERFORMERS like you!

Position: Call Center, Case Management Specialist

Location: Cleveland, Lewis Center, Toledo, OH

Job : 2325

# of Openings: 1

We are hiring a full‑time Call Center, Case Management Specialist. Benefits included.

Apply today to become a part of our dynamic team!

• Competitive Pay, Commissions, 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

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.