Customer Service Manager, Resupply Team - GEMCORE

GEMCORE’s continued success has earned us national recognition with Inc. Magazine’s list of America’s Fastest-Growing Companies and with the Cleveland Plain Dealer as a 2020, 2021, 2022, 2023, and 2024 Top Workplace. We are looking for qualified candidates who share our enthusiasm and drive for winning and want to be part of our caring culture!

Are you looking to further your career in the medical supply industry where you are able to contribute to the success of the business, and build lasting relationships? All while allowing for personal time every evening, weekend, and holiday? Edwards Health Care Services (EHCS), a division of GEMCORE, is a well-established and growing national direct-to home medical supply provider. We are seeking a highly motivated Customer Service Manager, Resupply to join our high energy team. The Customer Service Manager on the Resupply team will manage a staff of customer service representatives that ensure a smooth service transition for CGM (continuous glucose monitor) and insulin pump resupply orders.

• This is a full-time, manager level position.

• Schedule is 8:15 am - 5:00 pm, Monday through Friday. This position will be based out of our headquarters in Hudson, OH

• Employer paid vacation and paid holidays.

• Benefits available included medical/dental/vision, life, short and long-term disability insurances, and 401K Retirement Savings Plan.

• Ongoing training and development.

Key Duties and Responsibilities:

• Provide leadership, direction, and training to the team; organizing team roles and evaluating performance. Creating and implementing metrics and objectives.

• Process CGM and pump resupply orders received via telephone calls, faxed orders, digital platform, Brightree Connect, and Patient Hub to ensure a consistent workflow within the Resupply department.

• Review documentation to ensure the results meet Medicare, Medicaid or Third-Party (Commercial) requirements and verify patient eligibility, secure all required missing, and outdated information and documentation to promptly facilitate supplies delivery.

• Promptly respond to and resolve customer issues.

• Responsible for monitoring exception reports to ensure timely shipments.

• Maintain an ongoing culture of information privacy awareness and HIPAA compliance. Maintain confidentiality of patient's records, including access to patient health information as designated by HIPAA regulations.