Home Care Delivered

Customer Support

• Communicates with internal and external customers via telephone and email in a highly professional, caring and knowledgeable manner.
• Properly documents and notes all orders with actions taken and other pertinent information.
• Maintains current knowledge of, and adhere to the company's product formularies.
• Demonstrates knowledge of insurance procedures and regulations and be able to discuss them with customers, medical professionals, and caregivers as they relate to specific customer policies.
• Executes all tasks required to accurately assist customers in receiving products for all conditions serviced by HCD.
• Meets & maintains department productivity standards as communicated by the Customer Service Management team.
• Maintains acceptable QA Standards on calls as measured by Customer Service Leadership team.
• Performs all other duties as assigned, which may vary at any time with or without notice.
• Cooperates with internal and external investigations, reviews and audits.
• Engages in good faith reporting of compliance concerns.
• Participates in annual and ad hoc compliance training.
• Performs all duties in full compliance with all federal and state statutes, regulations and policies, CHAP requirements & policies, and HCD's Compliance Program & Standards; including but not limited to; maintaining strict confidentiality and privacy of patients' protected health information (as defined by HIPPA) in accordance with HIPPA regulations.

Customer Service Representative I

Account Executive

• Consistently meet or exceed assigned revenue goals.
• Proactively prospect, develop, and nurture long-term relationships with referral sources in your territory.
• Deliver engaging virtual presentations and share HCD’s value proposition with providers and organizations.
• Serve as the primary contact for referral sources, ensuring their needs are met and helping them navigate next steps quickly.
• Collaborate with internal teams to troubleshoot issues and ensure excellent customer service.
• Take the lead in cross-selling products and services to expand customer impact.
• Keep your pipeline active and up to date in the CRM, moving opportunities through each stage of the sales process.
• Provide feedback on processes to help improve customer satisfaction and retention.

Account Executive, Inside Sales

• Acts as primary Account Manager for key Payer accounts for a specified territory/region.
• Support preferred payer relationships, value-based program sales and implementation including coordination of activities with Marketing, Operations, Compliance and Sales.
• Execute Payer Access strategy in collaboration with Payer sales and leadership team.
• Work in tandem with finance and analytics teams in the development of payer dashboards, payer contracting reimbursement modeling, and fee schedule maintenance.
• Work closely with Case Management, Field Sales and Virtual Sales teams on optimization of pull-through activities.
• Primary point of contact for Payer Access issue resolution.
• Work closely with Sr. Director of Sales Operations on maintenance of Payer pipeline and sizing opportunities including CRM management of Payer activity.

Customer Service Representative I

Account Executive, Inside Sales

Account Executive, Payer Relations