Resolution Specialist CSR - Medical DME

This is a Fully Remote Job About Our Client: This organization operates in the patient care, health insurance, and medical supplies sector. It addresses challenges related to managing escalated patient issues and streamlining order processes for durable medical equipment (DME). The team focuses on providing timely resolutions and improving member experiences through quality checks, feedback management, and cross-department collaboration. About the Opportunity: The RESOLUTION SPECIALIST CSR - MEDICAL DME plays a critical role in supporting teams and leadership by managing escalated patient issues and ensuring expedited resolution. This position directly contributes to enhancing patient satisfaction by providing personalized service, conducting quality assurance, and facilitating communication across multiple departments. Responsibilities: Understand the member account flow and necessary resources for order progression Address negative survey feedback through research, quality checks, and member communication Respond to provider inquiries via designated email inbox Manage responses to negative social media reviews promptly Follow formal complaint procedures according to established processes Suggest process improvements for member order experience and internal workflows Identify educational needs and support team coaching Generate reports for leadership regarding insurance contracts Analyze account deactivation trends to aid in member retention Document all interactions in the company database Communicate updates to members via phone, web portal, or text Collaborate with departments including Medical Documents, Verification Team, Quality, and Shipping Perform additional duties as needed to meet business requirements Requirements: Experience in patient care, health insurance, or medical supplies customer service Ability to conduct detailed account research and quality checks Strong communication skills for interacting with members and providers Proficiency in documentation and data management Capacity to handle escalated issues professionally and efficiently Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.