Customer Support Advocate

“Improving the lives of those with chronic care diseases while providing solutions to our customers."

Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Who We Are:

SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.

What We’re Looking For:

SuperCare Health is seeking an experienced and collaborative Customer Support Advocate to bridge relationships between internal and external parties to the company. The Customer Support Advocate (CSA) for Managed Care serves as the liaison between various departments including Contracting, Sales, Referrals, and Customer Service. They ensure timely handling of orders and authorizations to meet service level agreements (SLAs) by communicating with relevant teams. Responsibilities include identifying and resolving vulnerabilities, maintaining communication with strategic partners, and supporting Respiratory Account Executives (RAEs). Under the supervision of the Customer Service Manager, the CSA maintains communication between referral sources, Health Plans, Sales, Clinical, Distribution, and Customer Service. They monitor daily order activity, address escalations, and identify error patterns to educate teams and referral sources.

What You’ll Do:

Monitoring and Oversight:

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  Monitor and review daily tasks within the order process using internal dashboards



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  Alert supervisors and managers about any backlog or concerns affecting SLA compliance or contractual relationships



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  Identify key issues affecting order processing efficiency and collaborate with teams or individuals to address delays or errors

Communication and Coordination:

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  Serve as a primary contact for strategic partners and referrals, providing updates on order statuses and inventory availability



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  Participate in regular meetings with relevant teams to analyze inventory needs based on order volume



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  Review daily order cancellations, reporting trends to management and referral sources to prevent SLA disruptions

Order Processing and Resolution:

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  Process urgent order requests across all Managed Care queues



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  Personally manage orders if necessary to meet SLAs

Training and Development:

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  Participate in company in-services, product training sessions, and coverage training

Meeting Attendance and Adherence:

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  Attend all department and company meetings



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  Adhere to SuperCare Health company policies

Other Duties and Flexibility:

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  Be available for weekend assignments as needed or scheduled



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  Potentially travel for up to 20% of assigned work duties



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  Perform any other duties as requested by management

This role may be a fit if you have…

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  Customer service experience with a medical supply company or demonstrated success in the Customer Care Specialist – L3 position



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  Knowledge of diagnosis and medical terminology



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  Knowledge of Insurance Payer landscape and eligibility/paperwork requirements



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  Working knowledge of the full range of products offered by SuperCare and the review process needed to dispense them



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  Excellent communication skills both verbal and written



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  Proficiency in Google Workspace tools (Gmail, Google Sheets, Google Docs, Google Slides)



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  Capacity to work on multiple tasks, plan and prioritize activities to achieve results and meet deadlines



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  Strong organizational skills and detail oriented

Benefits:

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  Medical



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  Dental



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  Vision



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  Flexible Savings Account



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  401K



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  Voluntary Life Insurance



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  Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day

Perks:

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  Paid Training



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  Paid Time Off



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  Sick Time



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  Growth Opportunities



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  Employee Referral Reward Program



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  Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

What SuperCare Health is About

"SuperCare Health is a comprehensive, post- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.

Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.

Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.

We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.``

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Company Business Hours - 8:30 AM – 5:30 PM PST

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