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Customer Service Specialist

A Customer Service Specialist at sleeptech is responsible for assisting walk in and phone in customers for their equipment and medical equipment supply needs. This role is responsible for supporting daily operations of the branch and delivering customer satisfaction through effective communication, problem solving, and efficient processes. Other responsibilities include, but are not limited to:

As a Customer Service Specialist, you will

  • Greet and support walk-in customers professionally and courteously.

  • Promptly answer incoming customer and referral source calls related to new orders, ongoing customer service needs such as troubleshooting, order status and other general inquiries.

  • May be required to travel and work at alternative branches as required for daily coverage.

  • Routes incoming calls in a timely manner to the appropriate department or personnel based on equipment and/or service needs, as applicable.

  • Document all patient interactions in office, over the phone or any other form of communication, according to standard operating procedures.

  • Process accurate customer supply orders by verifying demographics, eligibility, and insurance prior to submission to supply fulfillment.

  • Works cohesively with clinical staff to provide professional and timely support of patient setups and follow-up.

  • Complete insurance verification to determine the patient’s eligibility, coverage, co-insurance, and deductibles.

  • Develop and maintain working knowledge of PAP and Ox ygen products and services offered by the Company.

  • Meet quality assurance requirements and other key performance metrics.

  • Facilitate resolution on customer complaints and exhibit problem solving within your capacity.

  • Actively listens to patients and handles stressful situations with compassion and empathy.

  • Accurate scanning of patient documents into EMR (electronic medical record) system.

  • Conduct downloads of recording devices such as oximeters and CPAP device, as requested.

  • Maintaining accurate patient notes, detailing conversations in the patient record.

  • Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.

  • Works well independently as well as part of a group.

  • Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team.

  • Ability to prioritize and manage multiple tasks.

  • Maintain a good attendance record and professional appearance.

  • Adhere to all regulatory compliances and HIPAA regulations.

  • Assist other office staff in a supportive role.

  • Performs other duties as required.

Mission:

Help people enjoy a longer, healthier, and happier life with respiratory therapy.

Our Core Values:

· Integrity: Open, authentic and guided by values.

· Excellence: Aim high, optimize, innovate, impact.

· Reliability: Consistent progress, build trust, partner strong.

· Empowerment: Supportive, succeed together.

· Enthusiasm: Infectious energy, inspire achievements, communicate openly.

You:

Education and/or Experience

  • Education or experience equivalent to a high school diploma is required.

  • At least two years related experience in an office environment is preferred.

Skills, Knowledge, and Abilities

  • Positive, upbeat personality.

  • Caring, Patient-centered attitude.

  • Good organizational skills.

  • Strong customer relations and problem-solving abilities.

  • Strong phone skills.

  • Strong interpersonal and teamwork skills.

  • Ability to multi-task, set priorities, and manage time effectively.

  • Good typing and 10-key skills.

  • Ability to accurately enter data into computers.

Computer Skills

  • Microsoft Office programs.

  • Basic printing/faxing/scanning.

Language Skills

  • English (reading, writing, verbal).

Mathematical Skills

  • Basic Math Skills

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for long periods of time, repetitive use of hands and fingers, wrist motions, grasping, speaking, listening, and close vision. Occasionally required to stand, walk, climb reach with arms, hand and lift or move up to 25 lbs.

sleeptech is an equal opportunity employer.

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