Internal Support Specialist

Please take the recommended assessment: https://assessment.predictiveindex.com/bo/JFT/WCRBusinessTeamAssociate_Jun2025_15154

About Woundcare Resources, Inc. (WCR):

Woundcare Resources, Inc. (WCR) is a division of Bravida Medical and specializes in wound care kits for patients with Left Ventricular Assist Devices (LVADs). As a focused DME provider, WCR delivers reliable, patient-specific dressing kits that support ongoing care and better outcomes for this complex patient population.

Summary

The WCR Internal Support Specialist provides client support for Remote Patient Monitoring (RPM) as well as client and patient support for International Normalized Ratio (INR). This role also manages supply coordination, maintains accurate system and inventory records, and handles basic IT needs. By centralizing these functions, the specialist ensures reliable, efficient service across both programs.

Essential functions

RPM

• Primary contact for client inquiries regarding website and common troubleshooting.
• Monitors patient platform daily for new patients. Ensure they are being accounted for in SAP (WCR ERP System) patient notes.
• Monitors patient discharges and hospitalizations. Notifies WCR Reorder/Intake as well as External partner(s).
• Escalates complex technical issues to External partner(s) support.

INR

• Serve as the primary point of contact for clients and patient inquiries regarding website and common troubleshooting.
• Update and manage the WCR Internal INR Client/Patient Tracker.
• Ensures monthly supply orders are filled in in a timely and accurate manner.
• Initiate and manage monthly INR supply shipments to patients.
• Order supplies in bulk for WCR Warehouse and maintains par levels.

WCR IT Support (Additional support duties outside of the role for INR and RPM)

• Facilitate IT onboarding for WCR employees to include:
  1. Ordering and setup of IT related hardware for WCR employees
  2. Complete a review of company IT policies and procedures with new employees
• Maintain inventory of IT equipment in TN ensuring par levels are managed properly
• Troubleshooting of equipment in TN
• Assist IT with identifying out of date or broken equipment within WCR
• Packaging and shipping of said equipment as instructed by the IT Department

Competencies

Ability to communicate effectively with WCR staff and the IT Department on help desk level trouble shooting and training related to IT hardware and software.

Ability to clearly and compassionately communicate with both patients and cliental professionals, adapting tone and terminology to the audience (i.e., layman's terms for patients, cliental accuracy for providers).

Working understanding of medical supply billing processes, including private and Medicare insurance, prior authorizations, CMNs, and documentation requirements for LVAD supplies.

Strong ability to assess issues quickly, de-escalate concerns, and resolve complex order, billing, or delivery challenges.

Demonstrates empathy and patience when dealing with vulnerable patients, while maintaining professional boundaries, compliance standards, and company protocols.

Work environment

• Works in the office, temperature regulated.
• Remote work may be available when needed.

Physical demands

• Visual and hearing acuity, correctable.
• Manual dexterity required in use of computer equipment.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Travel required

• 3%

Required education and experience

[Indicate requirements that are job-related and consistent with business necessity]

• High School Diploma
• DME Billing and Denial experience (preferred but will train if necessary)
• Working knowledge of medical terminology, and wound care products (preferred but will train if necessary)
• Excellent verbal and written communication skills.
• Proficient with Microsoft Word and Excel.
• Detail oriented and strong organizational skills.
• Capable of performing basic math.
• Must be able to recognize process deficiencies.

Additional eligibility requirements

• Authorized to work in the Unites States only

Work authorization/security clearance requirements

None

Affirmative Action/EEO statement

Bioderm is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.