CCS

Overview Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. As a Call Center Patient Advocate Representative I, you’ll handle all tasks required to maintain patient satisfaction and ensure accurate and timely shipping of reorders. Provides cross-functional support of all business units to maintain up to date documentation and insurance for accurate processing and billing of patient services. Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible. Responsibilities - Obtains and process authorizations for reorders - Resolve patient issues and ensures accurate reorder processing via phone, document processing, medical record validation, CRM research, cross-functional collaboration, etc. - Ensures patients have all required medical documentation to permit billing of services as assigned - Maximizes patient base through retention efforts and cross-selling via phone - Audits configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities. - Maintains a strong understanding of medical documentation, Insurance requirements and company procedures. - Maintains a high degree of confidentiality at all times due to access to sensitive information - Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department - Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements - Abides by all regulations, policies, procedures and standards Qualifications - Minimum High School diploma or GED equivalenet. One year of customer service experience in a call center preferred. - Proficient computer literacy to include strong keyboarding and ability to key data accurately while maintaining strong listening skills. - Position may require evening and weekend availability - Strong attention to detail, multi-tasking, communication, and organizational skills are essential - Exceptional phone and email etiquette Values Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. - Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to. Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. - Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. - Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth. CCS Medical and EEOC/AA employer. M/F/D/V Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn. What We Offer - Competitive Salary - Bonus/Incentive Opportunities/commission: (if applicable) - Comprehensive Benefits: - Medical, dental, and vision insurance - 401(k) with company match - Paid time off (vacation and holidays) - Growth & Development: - Ongoing training and professional development - Work-Life Balance: - Remote or hybrid work options (if applicable) - Wellness programs and mental health support

Overview You will thrive in a fast-paced and dynamic environment where it’s all about multi-tasking to get the job done. If you are positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer every time you are a match for CCS Medical! If you relate well to all kinds of people, explain things easily in ways that our patients can understand and listen attentively, and can hone in on the most important issues then.…….. this is the career for you! As an Operations Manager, you’ll be at the heart of our customer service operations as you deliver first-class customer service in every interaction in our call center. You will be responsible maintaining a high level of proficiency in all departmental processes and job functions. You will manage and prioritizes daily team operations including workflow, scheduling, time management, performance monitoring and reporting, ongoing process improvement, and team motivation and development. This is a remote role; however, frequent travel will be required based on business needs. Responsibilities - Leads, plans, coordinates, and implements all aspects of daily departmental operations while consistently achieving performance plans and revenue goals in a customer-focused manner - Manages and prioritizes daily workflow and team oversight, including staffing, scheduling, time management, performance monitoring, and team motivation and direction. - Participates in identifying, developing and implementing new systems or processes to improve operational efficiencies - Facilitates and supports new and improved programs for acquiring and retaining patients - Monitors, analyzes, and reports on department performance, recommending action plans to impact ongoing improvement - Assists in establishing, maintaining, and monitoring systems for measuring team performance - Ensures for proper training, guidance, coaching, and development of team - Communicates and implements company work rules, performance standards, and departmental operating policies and procedures - Creates, implements and measures the success of organizational business plans - Always maintains a high degree of confidentiality due to access to sensitive information - Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department - Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements - Abides by all regulations, policies, procedures and standards Qualifications - Bachelor’s Degree (BA/BS) from a four-year college or university and 3 to 5 years of related experience or equivalent combination of education and experience - Minimum of two years supervisory and/or management experience - Proficient with various Microsoft Office software such as Word, Excel and PowerPoint - Uses appropriate methods and a flexible interpersonal style to help build a cohesive team - Keeps the organization's vision and values at the forefront of employee decision making and actions - Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions - Maintains effectiveness when experiencing major changes in work responsibilities or environment - Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities - Effectively meets and exceeds customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty - Treats others with respect and fairness - Independently initiates prompt action in identifying and responding to problems and accomplishing objectives - Demonstrates organizational values through job performance, work attitude, and behaviors Values Our Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. - Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to. Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. - Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. - Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth. CCS is an EEO/AA Employer. M/F/D/V Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn. What We Offer - Competitive Salary - Bonus/Incentive Opportunities/commission: (if applicable) - Comprehensive Benefits: - Medical, dental, and vision insurance - 401(k) with company match - Paid time off (vacation and holidays) - Growth & Development: - Ongoing training and professional development - Work-Life Balance: - Remote or hybrid work options - Wellness programs and mental health support

Overview Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. The Patient Engagement Specialist serves as the primary point of contact between CCS and our patients, guiding them through onboarding for medical devices and supplies while identifying opportunities to enroll in the LivingConnected® program. This role ensures a seamless start to the patient’s therapy journey through empathetic, high-quality interactions designed to build confidence, improve adherence, and encourage participation in CCS support programs. The position reports to the Manager, Clinical Services. Work location is flexible. Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible. Responsibilities - Conduct inbound and outbound calls to engage patients following initial delivery of medical equipment and supplies. - Provide support with the proper use of medical devices and supplies offered by CCS Medical. - Troubleshoot devices or supply issues via telephone and support patients through setup, data transmission, and early-use challenges. - Onboard new patients, answer device-related questions, and identify barriers to product use or adherence. - Schedule patients for ongoing diabetes coaching and education. - Assist pharmacists and CDCES clinicians with patient surveys related to diabetes management. - Educate patients on the reorder process and ensure proper setup for ongoing supply fulfillment. - Screen for and route appropriate cases to Certified Diabetes Care and Education Specialists for advanced clinical support. - Provide support on device functionality, CCS digital tools, mobile app usage, and program benefits. - Accurately document all patient interactions and outcomes in CCS systems in a timely manner. - Coordinate with Clinical Services, Pharmacy, and Operations teams to ensure resolution of patient needs and communication closure. - Maintain strict confidentiality and comply with HIPAA, Medicare, Medicaid, and private insurance regulations. - Maintain predictable and reliable attendance and flexibility to meet departmental needs, including evenings and weekends. - Follow all CCS policies, procedures, and compliance standards. Desired Outcomes - Consistently meets or exceeds targets for patient engagement and LivingConnected® program enrollment. - Demonstrates strong first-call resolution rates and maintains high patient satisfaction scores. - Adheres to established follow-up timelines for patient onboarding and resupply processes.Ensures all patient interactions are documented accurately, completely, and in compliance with regulatory requirements. - Builds and maintains positive customer service relationships both internally and externally. - Maintains clear, proactive, and professional communication with all stakeholders. - Effectively plans, prioritizes, and completes assigned work within required timeframes. - Meets or surpasses all productivity and performance standards. - Promotes a collaborative team environment through positive engagement and teamwork. - Actively contributes to Continuous Quality Improvement initiatives. - Consistently represents the organization with professionalism and integrity. Qualifications • High school diploma or equivalent required.• 1–3 years of customer service experience in a healthcare setting preferred.• Familiarity with diabetes management, CGMs, or remote monitoring technologies preferred but not mandatory.• Excellent verbal communication, organizational, and follow-through skills.• Demonstrated compassion and a genuine desire to support and assist patients.• Exceptional organizational skills and strong attention to detail.• Ability to interpret and follow written, verbal, and diagram-based instructions.• Capable of resolving problems involving multiple variables within standardized procedures.• Flexibility to accommodate varying work schedules, including evening and weekend shifts.• Strong multitasking capabilities and the ability to manage competing priorities. Values Our Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day. - Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to. Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business. - Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated. Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. - Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth. CCS is an EEO/AA Employer. M/F/D/V Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind platform to improve adherence, enhance clinical outcomes, and help prevent costly hospitalizations. By combining data-driven insights with three decades of industry relationships, CCS is the smart choice for health plans, providers, employers, and manufacturers who believe that value-based care starts by keeping patients healthy and delivers benefits like lower cost of care, improved HEDIS scores, and alleviating provider burnout. CCS's approach extends clinical reach while supporting over 200,000 people nationwide with home-delivered medical supplies and pharmaceuticals annually. Recognized as a Great Place to Work®, and with numerous peer-reviewed publications validating our care management approach, CCS is more than a trusted supplier—we're a partner in transforming chronic care delivery. To learn more about how CCS is addressing today's healthcare challenges, visit ccsmed.com or connect with us on LinkedIn. What We Offer - Competitive Salary - Bonus/Incentive Opportunities/commission: (if applicable) - Comprehensive Benefits: - Medical, dental, and vision insurance - 401(k) with company match - Paid time off (vacation and holidays) - Growth & Development: - Ongoing training and professional development - Work-Life Balance: - Remote or hybrid work options (if applicable) - Wellness programs and mental health support

• Obtain and process authorizations for reorders • Resolve patient issues and ensure accurate reorder processing via phone, document processing and medical record validation • Ensure patients have all required medical documentation to permit billing of services as assigned • Maximize patient base through retention efforts and cross-selling via phone • Handle inbound and outbound calls from patients’ physicians and referral sources to ensure patient satisfaction • Audit configuration of supplies based on supporting documentation, formulary requirements and manufacturer capabilities • Maintain a strong understanding of medical documentation, Insurance requirements and company procedures • Maintain a high degree of confidentiality always due to access to sensitive information • Maintain regular, predictable, consistent attendance and be flexible to meet the needs of the department