Job Description

PRIMARY RESPONSIBILITIES, EXPECTED PROFESSIONAL COMPETENCIES

• Serves NCMS patients over the phone with reordering diabetes testing supplies and related products
• Manages and maintains high call volume per day (80+ combined inbound and outbound calls per day)
• Provides excellent customer service while verifying and updating patient demographics
• Manages 600+ patient accounts per month
• Required to ship an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated weekly at minimum)
• Maintains accurate and detailed records in company database
• Adapts quickly to frequent process changes and improvements
• Is reliable, engaged, and provides feedback as to improve processes and policies
• Attends all department, team, and weekly company meetings as required
• Perform any additional responsibilities or special projects as required
• Duties and responsibilities may be subject to change based upon the needs of the department

REQUIRED EDUCATION, TRAINING AND/OR PROFESSIONAL EXPERIENCE

• High School diploma or GED required
• 1-2-year(s) work experience in a customer service call center preferred
• Excellent Customer service skills, including phone and inter personal skills
• Computer proficiency in MS Word, Excel, and Outlook preferred
• Typing accuracy of 35 wpm minimum
• Database data entry experience preferred.
• Clear diction and knowledge of the English language, both written and verbal
• Strong written and verbal communication skills
• Work history of excellent attendance and punctuality
• High comfort level working with culturally diverse team members and clients
• Solid mathematical skills, including addition, subtraction, multiplication, and division
• Knowledge of medical terminology preferred; knowledge of orthotics and diabetes a plus
• Some experience with medical insurance and/or DME a plus
• Bilingual in Spanish (read, write, and speak) preferred
• Candidate must successfully pass a background check.

Company Description

Advanced Diabetes Supply, a division of North Coast Medical Supply (NCMS), specialize in making it easier for patients living with Diabetes by providing their diabetes testing supplies nationwide. Our highly trained staff and proprietary technology ensures Customer satisfaction with every shipment. Our Customer Care teammates are responsible for servicing our Continuous Glucose Monitor, Off-the-Shelf Orthotics, and Traditional Diabetes Supplies in accordance with DMEPOS guidelines. NCMS 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. www.northcoastmed.com