REMOTE Customer Service Representative - Epoch Sleep Centers

Sleep Data Services•Dartmouth, MA

20h•Hybrid

About The Position

Epoch Sleep Centers is seeking a Customer Service Representative – Scheduler to join their team and contribute to improving the lives of patients suffering from sleep apnea. The company's mission is to make a positive impact on patients living with sleep disorders by simplifying the process from diagnosis to treatment. This remote position requires candidates to be based near Lincoln, RI, Dartmouth, MA, or Leominster, MA areas. The role involves handling high volumes of inbound/outbound calls for scheduling and customer service, specifically scheduling patient appointments including CPAP set-ups and sleep studies, while providing a first-class service experience to patients and physicians.

Requirements

HS, GED or equivalent required
Must be able answer calls coming into the call center and to make outbound calls to patients
The ability to work in fast-paced environment with a drive to exceed patient expectations is required
Must have the ability to prioritize and adapt to varying workload
Must reside in the Lincoln, RI, Dartmouth, MA, or Leominster, MA areas to be considered
Ability to work in a team setting

Nice To Haves

1 to 3 years’ experience in a busy call center providing customer service and scheduling preferred
Experience in healthcare medical office or DME preferred
MS Office, teams and EMR (Brightree) experience strongly desired

Responsibilities

Manage a large volume of inbound and outbound calls and consistently hit set KPI's
Verify order type and all financial notes prior to scheduling patients
Schedule patient appointments and ensure all appointments are added to the internal schedule
Verify that patient data is entered correctly when speaking with the patient and update any missing or incorrect information
Provide patients with consultation information if consult has been ordered in conjunction with the service
Update patient credit card information in AR Dashboard
Inform patient of financial responsibility including co-pays, deductibles, fees around failure to return device in timely manner, returned unused device and missed appointments without cancellation
Completing phone triage, answering basic information on products and services; transferring to other staff members as needed
Update intake status workflow as needed
Complete daily tasks, return phone calls and patient requests in a timely manner
Participate in improving Organization Performance process as needed, meeting monthly team goals
Ensure patient questions, requests are followed through on and given to the appropriate team members
Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times