Customer Support

Your staff can access online help around the clock, or a CareCentric support team member is just a phone call away. Our support teams are composed of experienced, trained professionals who are dedicated to helping you as quickly and effectively as possible.

Our state-of-the-art call center offers:

• Automated call tracking software and telephone system
• Access to qualified support analysis on first call
• Automated escalation procedures
• Expanded 12-hour support window
• Extended 24x5/weekend service
• Support contact by phone, fax and e-mail

Front-line Support

A team of qualified analysts are available to answer questions or resolve problems. To expedite a call, analysts:

• Solve or triage each call and determine an action plan
• Assign a reference number to every call
• Tap an online knowledge base of common support solutions
• Consult a log of similar inquiries

Back-line Support

Back-line support analysts:

• Research and troubleshoot open inquiries
• Obtain assistance as needed
• Develop knowledge documents
• Develop skills in HME, HHA, Home IV or ECS

Service Desk

• Provides information to customers regarding the status of open inquiries
• Handles routing of request to appropriate resources to meet your needs.
• Obtains all of the necessary information and samples for form changes