Customer Care Specialist I

About Our Company
Advanced Diabetes Supply® was founded on the bold principle of creating a knowledgeable, reliable, and demonstrably superior diabetes supply company. Our approach, coupled with a commitment to service and innovation, has catapulted Advanced Diabetes Supply® to a national leader in the industry. Creating high-performance, adaptive teams requires a relentless commitment to hiring the best. We strive to maintain a casual, fun environment whenever possible, but we don't just play around. We work hard every day to provide a positive work culture and respectful atmosphere. The standards we set for ourselves are high, and we love to be challenged! If you enjoy working in a collaborative environment, and have a passion for excellence and a bias for action, we may be just what you've been looking for.
Interested in learning more about our company and its culture? Visit us at www.northcoastmed.com
About the Position
Schedule: 9:00 AM to 5:30 PM EST, Monday to Friday, and every 5th Saturday 10:00 AM to 2:00 PM EST
Location: Remote
Position Summary
The Customer Care Specialist is responsible for on-going communication with patients, connecting with providers, and internal departments to assure the accuracy and efficiency of a customer's refill of supplies. The Customer Care Specialist will work within the scope of responsibilities as dictated below with guidance and support from Customer Care leadership team.
Essential Functions

• Handles client/patient questions, complaints, requests or inquiries with the highest degree of courtesy & professionalism, with the goal of one-call resolution & patient retention.
• Maintains a working knowledge of all company products & services, as may be required to work in one or more divisions or skill sets.
• Logs into systems as appropriate to skill set and/or task(s) assigned.
• Completes C/S documentation within 24 hours of service delivery, as required. Ensures that all required documentation is completed in accordance with company guidelines.
• Offers solutions for more effective & higher quality customer service.
• Responds to telephone inquiries (inbound/outbound calls): ascertains patient needs; responds appropriately & with urgency to patient requests, questions, complaints & concerns.
• Provides patients with accurate, timely, and satisfactory solutions to potential & arising complaints & concerns about their orders, devices, usage, and physician-ordered prescription(s).
• Overcomes objections & effectively resolves customer concerns with the goal of retaining patient accounts. Offers alternative solutions as appropriate.
• Ensures accurate changes and data entry of patient records in information systems, including service issues.
• Updates patient files for known changes to patient records.
• Ensures appropriate representation of ADS by demonstrating the greatest degree of professionalism & conduct.
• Is responsive to ongoing feedback & training from management.
• Assists other departments with patient processing or other patient issues as needed.
• Adheres to all policies and procedures related to providing consistent, superior customer/patient care.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Is reliable, engaged, and provides feedback as to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Embraces and exemplifies ADS core values:
• We grow together
• We care
• We obsess over the customer experience
• We commit
• We WOW!
• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.

Requirements

• High School diploma or equivalent
• Customer service experience in a call center environment desirable
• Basic knowledge of, or ability to learn customer service specialization
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Basic level of MS Office proficiency

Expected Competencies

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations
• Effective interpersonal skills
• Clear diction and knowledge of the English language, both written and verbal
• Service-orientation and aptitude to utilize proper listening skills
• Self-directed accountability and reliability
• Cultural competence

Physical Demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Other Requirements

• Candidates must successfully pass a background and credit check.
• Candidates must be able to provide proof of employment eligibility to work in the US

Equal Opportunity Statement
Advanced Diabetes Supply provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Compensation Package
Pay ranges may vary depending on location. The general annual pay range for this position is $15 - $16 per hour. Actual compensation depends on education, experience, and relevant skills.
In addition, benefits include:

• Health, Dental, and Vision options
• FSA and HSA plan with Employer Contribution
• Employer paid EAP
• 401k with 4% Company Match
• Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
• In-house Training Programs
• A fun culture in a fast-growing organization!