Senior Process Associate-Voice

Job Summary

SuperCare Health is seeking customer-focused and detail-oriented professionals to join our Operations Team. The team provides inbound customer service support to US patients, caregivers, hospitals, and healthcare providers requiring Durable Medical Equipment (DME) and respiratory care services. This role is responsible for handling inbound calls, troubleshooting equipment issues, coordinating urgent service requests, supporting hospital discharges, and ensuring timely resolution of patient needs while maintaining exceptional customer service standards. Requires flexibility to work shifts aligned with US PST operations.

Key Responsibilities

• Handle inbound calls from patients, caregivers, hospitals, and healthcare providers during after-hours operations.
• Assess patient concerns, troubleshoot DME and respiratory equipment issues, and determine appropriate escalation paths.
• Coordinate urgent equipment exchanges, service requests, hospital discharges, and order processing activities.
• Create, update, and maintain patient records, orders, and documentation across internal systems.
• Communicate and collaborate with branch managers, respiratory therapists, dispatch teams, and other stakeholders to ensure timely resolution of patient needs.

Follow established protocols for emergency situations, service escalations, and patient safety while delivering exceptional customer service.

Skill Requirements

• Excellent verbal and 45 WPM communication skills in English.
• Strong customer service and problem-solving abilities.
• Good analytical and decision-making skills.
• Ability to multitask in a fast-paced environment.
• Strong documentation and computer navigation skills.
• Ability to work in a dynamic environment with consistent changes.

Other Requirements

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