Call Center Customer Service - Patient Support Representative

Overview

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS.

Patient Advocate Representative I - Remote is A cross-functional team member that is responsible for maintaining patient satisfaction and ensuring the accurate and timely shipment of orders. This role includes setting up new patient files, processing orders, and providing customer service to patients.

Responsibilities

• Conduct all patient order processing activities including updating patient demographics, explaining benefit details, obtaining patient consent, communicating order status, and processing payment. 

• Maintain patient profiles, manage enrollments, and support basic workflow creation in accordance with business processes, payer requirements, and department procedures. 

• Navigate and maintain work activity within iPIMS, Parachute Health, email, To-Do queues, and other digital platforms to support accurate documentation, order processing, and workflow completion. 

• Obtain, process, and validate required patient consents, including non-verbal consent, portal consent, secure form consent, and reorder agentless consent, in accordance with company procedures, payer requirements, and applicable privacy standards. 

• Monitor, manage, and resolve assigned work queues,  to ensure timely issue resolution and workflow completion. 

• Handle inbound and outbound patient service interactions, including insurance explanations, service additions, payment processing, patient account review, triage, escalation, and resolution of patient or order-related issues. Drive favorable NPS and CSAT scores. 

• Maintain working knowledge of core product lines, assigned products, basic product identification, and documentation requirements by product type to support accurate order processing and patient education. 

• Build and maintain professional relationships with patients, healthcare professionals, manufacturing partners, sales teams, Revenue Cycle Management, Distribution, and other internal stakeholders. 

• Abide by all company policies, procedures, and standards, including Medicare, Medicaid, HIPAA, and private insurance regulations. 

• Always maintains a high degree of confidentiality due to access to sensitive information   

• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department. 

Desired Outcomes

• Resolves customer issues in a timely and satisfactory manner 

• Maintains a high level of customer satisfaction and loyalty 

• Communicates effectively and empathetically with customers and internal stakeholders 

• Escalate issues to the appropriate level when necessary 

• Drive revenue through accurate processing of customer orders via calls/emails 

• Plans and organizes work effectively and ensures its completion to meet productivity requirements 

• Maintains positive internal and external customer service relationships and open lines of communication 

Qualifications

• High school diploma or GED equivalent required. 

• Minimum of 6 months of experience in health care insurance verification, order processing, call center customer service role preferred. 

• Ability to navigate multiple systems, digital platforms/databases and Microsoft products 

• Basic knowledge of billing procedures, insurance reimbursement processes, government payer requirements, private insurance requirements, and HCPC codes preferred. 

• Strong attention to detail, data entry accuracy, organization, follow-through, multitasking, communication, and problem-solving skills required. 

• Ability to communicate professionally and empathetically with patients, healthcare professionals, manufacturing partners, sales teams, and other internal stakeholders. 

• Ability to build confidence in patient care by consistently following through, communicating with transparency, and completing each task with accuracy, precision, and accountability. 

• Ability to take ownership of outcomes from start to finish by following documented processes first, resolving work within scope, and escalating issues appropriately only when additional support is needed. 

• Ability to work in a fast-paced, high-volume environment while maintaining confidentiality, compliance, regular attendance, and flexibility to meet department needs, including possible evening or weekend availability. 

CCS Medical is an EEO/AA employer. M/F/D/V

Values

Our Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day. 

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. 

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat others the way you want to be treated. 

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS is an EEO/AA Employer. M/F/D/V

Company Overview

CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn.

What We Offer

• Competitive Salary 
• Bonus/Incentive Opportunities/commission: (if applicable)
• Comprehensive Benefits:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation and holidays)
• Growth & Development:
• Ongoing training and professional development
• Work-Life Balance:
• Remote or hybrid work options
• Wellness programs and mental health support