New Patient Intake Specialist - Hybrid

USMED, a division of North Coast Medical Supply (NCMS), 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 Intake Specialist will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

$2500 Sign On Bonus!
Medical, Dental, & Vision Benefits
Immediate PTO Accrual
Shift: Mon-Fri 8:30 am - 5:00 pm - Every other Saturdays 9:00 am - 1:00 pm
Hybrid Schedule on approval after Training: 90 days onsite - Doral, FL

The NCMS New Patient Intake Specialist handles inbound and outbound calls in our high-volume call center, verifying and reviewing potential or established patients’ accounts in order to ensure our ability to provide premium customer care and service. New Patient Intake Specialist will work within the scope of responsibilities as dictated below with guidance and support from Customer Care leadership team.

Essential Functions

• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Manages and maintains moderate call volume per day, combined inbound and outbound calls.
• Provides excellent customer service while obtaining patient demographics.
• Determines patients’ needs and offers products and services as applicable.
• Ensures accurate and appropriate protocol is followed with each call (e.g. following script, obtaining patient demographics and insurance information).
• Demonstrates confidence and clarity with each call, to close sales and maximize upsells. Meets daily and weekly performance goals.
• 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 weekly company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• 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.

Minimum Requirements

• 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

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