SuperCare Health (USA)

Customer Support

• Answers incoming phone calls and faxes, takes customers’ orders for durable medical and respiratory equipment, repairs, supplies, and other miscellaneous items
• Maintains open communication with patients/clients and referral sources
• Responds to patient/client questions and problems
• Services walk in customers as needed
• Prepares intake, gathers all necessary information about referral, patient demographics, contact person, physician, diagnosis, discharge time and place, item(s) requested
• Gathers all necessary documentation, prior to delivery CMN, Rx, ABG, Care Plan, Auth, etc.
• Verifies medical necessity with physician
• Verifies eligibility and coverage with Insurance and carrier according to guidelines or contract
• Verifies payer, obtains authorization, expiration date
• Verifies patient demographics and prior equipment usage with patient
• Informs patient of financial responsibilities: copay, share of cost, deductible, etc.
• Enters data and each order (new or otherwise) in system accurately and in a timely manner
• Processes closet and on call orders as received
• Enters notes in appropriate areas of insurance, general, and authorizations in the computer system
• Process orders to shipping or dispatching for Technician or RT deliveries
• Remains knowledgeable on product and insurance coverage issues in order to inform patients of copays and other benefit information
• Attends all departmental meetings, company meetings, and in-services
• Reports to work daily and is ready to work at the scheduled start time
• Works Saturday assignment as needed or scheduled
• Performs any other duties that may be requested by supervisor or management
• Understand and adheres to all of SuperCare Health company policies
• Maintain a professional safe and clean work environment.

Customer Care Specialist

Accounts Receivable

• Responsible for the planning, organizing, directing, and controlling of the accounts receivable department and its staff.
• Insures that all staff personnel are competent, accomplished by providing training to new staff on AR billing and collection.
• Monitors and maximizes the company's billing and collection efforts.
• Develops and implements billing processes and staff facilitation to provide timely and accurate billings to all types of payers.
• Offers excellent collaboration with the Information Technology department to ensure maximal use of the existing software system.
• Makes sure confirmation, initial claims, denial follow up, and reauthorizations are completed on a timely manner.
• Reviews and evaluates all AR policies and procedures on an annual basis and recommends to the Director revisions if deemed appropriate.
• Communicates with reimbursement teams for input and discussion regarding processes.
• Assists with setting corporate goals for cash collections and receivables and directs the department towards accomplishment of those goals.
• Promotes a positive company image by exercising sound and ethical business practices as related to its employees, customers, vendors and the general public.

AR Manager

• Who We Are: SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S. that has been serving the healthcare needs of our ever-growing patient population for nearly 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions to enhance the quality of life for our patients. Our commitment to excellence has made us a trusted partner for healthcare providers across the nation.
• The Vice President (VP) of Customer Experience is responsible for leading the development and execution of the company's customer/patient experience strategy across all lines of business, including Pediatrics, Resupply, and Managed Care. This senior leadership role focuses on creating a patient-centric culture by overseeing the end-to-end customer/patient journey, ensuring consistency and excellence at every touchpoint. The VP will lead Directors and the Senior Manager of Field Customer Care within these business lines, in addition to the Customer Success Project Manager and the Customer Care Training Manager. The VP will work closely with cross-functional teams to drive patient/referral satisfaction, loyalty, and retention while aligning customer/patient experience initiatives with SuperCare’s business goals and core values.
• Customer Experience Strategy: Develop and implement a comprehensive customer/patient experience strategy that aligns with SuperCare’s overall business objectives and core values. Lead the vision and direction for customer/patient experience programs, ensuring they are focused on delivering exceptional service and building long-term patient/referral relationships. Establish and maintain customer care standards and best practices across all lines of business to ensure a consistent and high-quality customer experience.
• Leadership and Team Development: Build and lead a high-performing customer/patient experience team, including Directors in SuperKids, Resupply, and Capitation, with a dotted-line relationship to the Director of Field Customer Care. Mentor and coach team members to foster a culture of continuous improvement and patient-centric thinking. Design and deliver training programs for the Customer Care Team to enhance their skills and knowledge, ensuring adherence to established standards and best practices.
• Patient Journey Management: Oversee the design and optimization of the customer/patient journey, ensuring a seamless and positive experience across all touchpoints (e.g., digital, in-person, and support interactions). Collaborate with customer service, marketing, IT, and other departments to ensure patient/referral needs are considered at every stage of the customer/patient lifecycle.
• Patient/Referral Feedback and Insights: Champion the voice of the customer across SuperCare by establishing effective feedback loops and integrating patient/referral insights into decision-making processes. Collect and analyze customer feedback to identify areas for improvement and implement necessary changes. Utilize data analytics and patient/referral feedback to identify trends, pain points, and opportunities for improving the overall customer/patient experience.
• Patient Satisfaction and Retention: Drive customer/patient satisfaction and retention efforts by implementing strategies that improve key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Develop loyalty programs, retention strategies, and initiatives aimed at increasing customer/patient lifetime value.
• Cross-Functional Collaboration: Partner with department leaders across the organization, including Operations, Sales, and Marketing, to ensure alignment on customer/patient experience goals and initiatives. Work closely with departments across all product lines to ensure that products and services meet patient/referral expectations and deliver value.
• Innovation and Continuous Improvement: Stay informed about industry trends, customer/patient experience best practices, and emerging technologies to continuously enhance the customer/patient experience. Lead efforts to innovate and improve customer/patient experience processes, tools, and technologies to maintain a competitive edge. Identify, design, and implement process improvements to enhance customer care delivery across all lines of business.
• Reporting and Metrics: Define and track key performance indicators (KPIs) related to customer/patient experience, and regularly report on progress to leadership, the executive team, and other stakeholders. Ensure that customer/patient experience initiatives deliver measurable business impact, including revenue growth, customer retention, and brand loyalty. Develop and track performance metrics to evaluate the effectiveness of customer care initiatives and drive continuous improvement.
• Technology Implementation and Enhancement Supporting in the launch of TalkDesk functionalities that will further optimize and enhance the customer and employee experience Collaborate with IT and respective SMEs per subdepartment on launching applicable trainings to keep the workforce up-to-date on newly launched programs within TalkDesk Policy Development: Develop and implement policies and procedures to ensure compliance with regulatory requirements and company standards. Leverage technology and tools to enhance customer care processes and improve efficiency.

Vice President of Customer Experience

• Order Processing & Workflow Management ● Monitor and review daily tasks related to order processing through e-ordering platforms, ensuring timely completion within established Service Level Agreements (SLAs). ● Maintain up-to-date e-ordering platforms by accurately closing out completed orders and ensuring proper documentation. ● Troubleshoot and resolve order processing issues independently or in collaboration with relevant teams to minimize disruptions in service delivery. ● Prioritize and escalate urgent or complex order requests to ensure prompt resolution and avoid delays. Customer & Stakeholder Support ● Serve as the primary point of contact for referral sources, Sales, and Customer Service teams to provide updates on order statuses, required documentation, and potential processing delays. ● Work closely with Sales and Distribution teams to proactively communicate inventory availability for urgent or high-priority requests. ● Collaborate with Customer Service and Distribution teams to prioritize patient-critical orders and ensure timely delivery. ● Address and resolve customer concerns, providing high-level service and maintaining a positive experience for all stakeholders. Analysis, Reporting & Continuous Improvement ● Track and analyze order cancellation trends, communicating insights to Sales and referral sources to reduce service disruptions and improve processing efficiency. ● Participate in regular meetings with internal teams to review order performance, identify operational challenges, and recommend process improvements. ● Ensure all required documentation is accurate, complete, and compliant with insurance payer guidelines to minimize rejections and service delays. ● Educate referral sources and internal teams on best practices for order submission and documentation accuracy to reduce processing errors. Operational Excellence & Compliance ● Maintain compliance with company policies, procedures, and industry regulations. ● Adhere to scheduled work hours and complete weekend assignments as needed or required. ● Perform additional duties as assigned by supervisors or management to support business operations. ● Consistently meet or exceed monthly performance goals as outlined by leadership.

Customer Care Coordinator

• Provide professional and courteous service for inbound and outbound calls. Answer phone calls and faxes, process orders for medical equipment, supplies, and repairs. Maintain open, timely communication with patients, clients, referral sources, and internal team members. Respond promptly and effectively to patient/client questions and concerns. Prepare patient intakes, including referral details, demographics, contact information, physician details, diagnoses, and discharge plans. Gather all required documentation prior to order fulfillment (e.g., CMN, Rx, ABG, Care Plan, Authorization, Pre-Cert). Verify medical necessity with physicians. Confirm eligibility and coverage with insurance carriers following company guidelines and contracts. Document all financial responsibilities (copay, share of cost, deductible, etc.) and collect prior to processing orders. Accurately enter new and existing orders into the system in a timely manner. Process orders via multiple shipping methods, including closet and on-call orders. Enter insurance, general, and authorization notes in appropriate system fields. Onboard patients into automated notification systems (e.g., DF). Run and download PAP Compliance reports as required. Maintain up-to-date knowledge of products, insurance coverage guidelines, and industry trends to best support patients. Ensure compliance with company policies, safety standards, and regulatory requirements. Maintain a professional, safe, and clean work environment at all times. Attend and actively participate in departmental meetings, company meetings, and in-service trainings. Meet and maintain monthly performance goals. Report to work as scheduled and ready to begin at assigned start time. Work Saturday assignments as needed or scheduled. Perform additional duties as assigned by supervisor or management.

Customer Care Specialist, Resupply

• Order Processing & Workflow Management
• Monitor and review daily tasks related to order processing through e-ordering platforms, ensuring timely completion within established Service Level Agreements (SLAs).
• Maintain up-to-date e-ordering platforms by accurately closing out completed orders and ensuring proper documentation.
• Troubleshoot and resolve order processing issues independently or in collaboration with relevant teams to minimize disruptions in service delivery.
• Prioritize and escalate urgent or complex order requests to ensure prompt resolution and avoid delays.
• Customer & Stakeholder Support
• Serve as the primary point of contact for referral sources, Sales, and Customer Service teams to provide updates on order statuses, required documentation, and potential processing delays.
• Work closely with Sales and Distribution teams to proactively communicate inventory availability for urgent or high-priority requests.
• Collaborate with Customer Service and Distribution teams to prioritize patient-critical orders and ensure timely delivery.
• Address and resolve customer concerns, providing high-level service and maintaining a positive experience for all stakeholders.
• Analysis, Reporting & Continuous Improvement
• Track and analyze order cancellation trends, communicating insights to Sales and referral sources to reduce service disruptions and improve processing efficiency.
• Participate in regular meetings with internal teams to review order performance, identify operational challenges, and recommend process improvements.
• Ensure all required documentation is accurate, complete, and compliant with insurance payer guidelines to minimize rejections and service delays.
• Educate referral sources and internal teams on best practices for order submission and documentation accuracy to reduce processing errors.
• Operational Excellence & Compliance
• Maintain compliance with company policies, procedures, and industry regulations.
• Adhere to scheduled work hours and complete weekend assignments as needed or required.
• Perform additional duties as assigned by supervisors or management to support business operations.
• Consistently meet or exceed monthly performance goals as outlined by leadership.

Call Center Representative

• Launch and manage SuperCare Health’s Call Center hub in the Salt Lake City area. Establish a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. Ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals. Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub. Recruit, hire, and onboard new staff to support the rapid growth of the Utah market. Provide coaching, mentoring, and performance management to ensure team success. Foster a culture of accountability, collaboration, and service excellence. Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources. Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately. Promote continuous learning to enhance call quality, compliance, and efficiency. Establish and implement call center processes, workflows, and best practices. Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics. Develop strategies to improve operational performance and deliver measurable results. Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences. Serve as the primary leader establishing SuperCare Health’s call center presence in Utah. Partner with senior leadership to align the call center’s goals with overall business objectives. Act as a change agent to support growth, scalability, and excellence in patient care delivery.

Customer Care Specialist

AR Manager

Vice President of Customer Experience

Customer Care Coordinator

Customer Care Specialist, Resupply

Customer Care Coordinator

Call Center Operations Manager