What are the responsibilities and job description for the Customer Service Manager, Resupply Team position at Edwards Health Care Services, Inc.?
GEMCORE’s continued success has earned us national recognition with Inc. Magazine’s list of America’s Fastest-Growing Companies and with the Cleveland Plain Dealer as a 2020, 2021, 2022, 2023, and 2024 Top Workplace . We are looking for qualified candidates who share our enthusiasm and drive for winning and want to be part of our caring culture!
Are you looking to further your career in the medical supply industry where you are able to contribute to the success of the business, and build lasting relationships? All while allowing for personal time every evening, weekend, and holiday? Edwards Health Care Services (EHCS) , a division of GEMCORE , is a well-established and growing national direct-to home medical supply provider. We are seeking a highly motivated Customer Service Manager, Resupply to join our high energy team. The Customer Service Manager on the Resupply team will manage a staff of customer service representatives that ensure a smooth service transition for CGM (continuous glucose monitor) and insulin pump resupply orders.
This is a full-time, manager level position.
Schedule is 8 : 15 am - 5 : 00 pm, Monday through Friday. This position will be based out of our headquarters in Hudson, OH
Employer paid vacation and paid holidays.
Benefits available included medical / dental / vision, life, short and long-term disability insurances, and 401K Retirement Savings Plan.
Ongoing training and development.
Key Duties and Responsibilities :
Provide leadership, direction, and training to the team; organizing team roles and evaluating performance. Creating and implementing metrics and objectives.
Process CGM and pump resupply orders received via telephone calls, faxed orders, digital platform, Brightree Connect, and Patient Hub to ensure a consistent workflow within the Resupply department.
Review documentation to ensure the results meet Medicare, Medicaid or Third-Party (Commercial) requirements and verify patient eligibility, secure all required missing, and outdated information and documentation to promptly facilitate supplies delivery.
Promptly respond to and resolve customer issues.
Responsible for monitoring exception reports to ensure timely shipments.
Maintain an ongoing culture of information privacy awareness and HIPAA compliance. Maintain confidentiality of patient's records, including access to patient health information as designated by HIPAA regulations.
Key Requirements :
Minimum of 1-2 years supervisory experience highly preferred.
Experience in Durable Medical Equipment (DME) is strongly preferred.
Experience in diabetic supplies industry is preferred.
Experience working with Brightree, Resupply software, and Parachute Software is preferred.
High School diploma required. Associate degree or equivalent experience required.
A professional, positive attitude with excellent customer service skills is necessary.
Strong attention to detail and ability to follow up.
Bilingual in Spanish is a plus.
Must demonstrate essential MS Word, Outlook, and Excel skills.
Light lifting of up to 25 pounds.
About Edwards Health Care Services, Inc.
Edwards Health Care Services, Inc. (EHCS) is a national direct-to home medical supply provider of high quality medical and diabetes products that support the needs of individuals with diabetes and other conditions. For over 25 years, EHCS have been lighting the way to better health by providing customers an easier way to have products delivered directly to their door. By partnering with healthcare professionals, product manufacturers, and a large network of government and private insurers, EHCS prides itself on personalized customer service and a simplified, seamless order process for every customer…every time! For more information, visit www.myehcs.com.
To learn more about this position and to view other openings, visit our career site : https : / / www.gemcorehealth.com / career
