Customer Success Representative
About The Position
Reliable Respiratory is a Durable Medical Equipment (DME) company providing respiratory, diabetes, urology, and maternity support. The company supplies equipment such as CPAPs, BiPAPs, AutoPAPs, nebulizers, oxygen equipment, ventilators, CGM devices, insulin pumps, and breast pumps. The Customer Success Representative generates new business by managing accounts with care and efficiency. The role works directly with accounts and customers to fulfill medical supply orders and answer care-related questions. It involves collaborating with referral sources, insurance companies, and internal departments to ensure orders are fulfilled accurately and efficiently. This is a full-time, Monday–Friday onsite position at the company’s Denver, Colorado office. The role has no direct reports and operates in a professional office environment. Duties and responsibilities may change with or without notice.
Requirements
- Must be at least 18 years old.
- Must be eligible to work in the United States and not require work authorization from the employer now or in the future.
- Bachelor’s degree required.
- At least 1 year of customer service experience.
- Effective, professional verbal and written communication abilities.
- Professional computer experience, especially with Microsoft Office Suite.
- Ability to work independently to investigate and make decisions.
- Ability to collaborate with others.
- Ability to prioritize and complete work amid interruptions in a busy work area.
- Ability to comply with internal and industry-imposed guidelines.
- Ability to reconcile multiple shifting logistical factors for each appointment.
- Strong attention to detail.
- Strong customer service skills, especially in high-intensity situations.
Nice To Haves
- Fluency in English and proficiency in Spanish are preferred.
Responsibilities
- Manage all assigned key accounts.
- Serve as an account liaison between internal departments and external accounts.
- Build relationships and trust between assigned accounts and Reliable Respiratory.
- Identify and capitalize on opportunities to increase sales for assigned accounts while maintaining satisfactory customer service.
- Process new and recurring orders via fax, phone, email, or in person, following company procedures and guidelines.
- Handle communications from customers and referral sources promptly, professionally, and courteously, including walk-in patients as necessary.
- Verify insurance online or by phone and document information in the company’s electronic health records system.
- Obtain necessary insurance authorizations.
- Troubleshoot equipment issues with patients and refer issues to manufacturers’ care teams or referring doctors as needed.
- Understand insurance coverage and allowable amounts; verify and update patient demographic, authorization, and benefit information as needed.
- Use suggestive selling techniques to increase orders.
- Complete assigned worklists.
- Collect patient payments and ensure patients understand their cost responsibilities.
- Coordinate appointments between customers and respiratory staff.
- Participate in company phone campaigns.
- Comply with company policies and procedures and those of the company’s regulatory bodies.
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What This Job Offers
Job Type
Full-time
