New Patient Care Specialist I

NCMS New Patient Care Specialist is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order of supplies. The New Patient Care Specialist will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

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  Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Maintains a high call volume per day (80 combined inbound and outbound calls per day).
• Provides effective customer service while obtaining patient demographics, verifying and updating patient accounts.
• Determines patients’ needs and offers products and services as applicable.
• Manages an average of 150 patient accounts per month.
• Ships an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated daily).
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• Embraces and exemplifies ADS core values:

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  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.

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  High School diploma or equivalent
• Call center sales and/or customer service upsells and retention desirable
• 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

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  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

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  Candidates must successfully pass a background check.

Salary ranges may vary depending on location. The general hiring range for this position is $15.50 - $18.00. Actual compensation depends on education, experience and relevant skills. In addition, benefits include:

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