Lead Customer Success Representative
About The Position
Reliable Respiratory is a Durable Medical Equipment (DME) company that provides the highest quality level of service for patients in need of respiratory, diabetes, urology, and maternity support. Equipment provided includes, CPAPs, BiPAPs, AutoPAPs, nebulizers, oxygen equipment, ventilators, CGM devices, insulin pumps, and breast pumps. Each patient is treated with professionalism, understanding, and attentive service. We care about our customers, work closely with the medical community, and have highly skilled staff ready to assist customers in receiving the best care possible. The Lead Customer Success Representative is responsible for ensuring all customers are managed with care and efficiency. As a Lead Customer Success Representative, you will work directly with customers to fulfill medical supply orders, answer questions related to care, and schedule delivery of equipment and appointments as needed. In addition, you will support the department’s management through particular tasks. EEO-1 Job Classification – Administrative Support Workers
Requirements
- 18 years of age or older
- Must be eligible to work in the United States and not require work authorization from us now or in the future
- High School diploma or equivalent required
- At least 1 year of customer service experience
- Effective and professional verbal and written communication abilities
- Professional computer experience (especially Microsoft Office Suite)
- Ability to work independently to investigate and make decisions
- Ability to work in collaboration with others
- Ability to prioritize and complete work amidst interruptions in a busy work area
- Ability to comply with guidelines both internal and industry-imposed
- Ability to reconcile multiple shifting logistical factors for each appointment
- Strong attention to detail
- Great customer service skills especially in high intensity situations
Nice To Haves
- Fluent in English and Spanish proficiency preferred
Responsibilities
- Process new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory’s processing procedures and guidelines
- Handle incoming communications from customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary
- Verify insurance online or by phone and documents information in Reliable Respiratory’s electronic health records system
- Obtain all necessary insurance authorizations
- Troubleshoot equipment issues with patients; triage issues to manufacturer’s care teams or referring doctors as needed
- Understand insurance coverage and allowable amounts; verify patient demographic information, insurance authorization, and benefit information-updating as needed
- Actively up sell and increase orders through suggestive selling techniques
- Ensure completion of worklists assigned
- Collect patient payments
- Ensures patients understand cost responsibilities
- Coordinate appointments between customers and respiratory staff
- Participate in company phone campaigns and queues
- Comply with all policies and procedures established by the company and the company's regulatory bodies
- Interpret the direction of department management and communicate to department
- Assist in training individuals on the Customer Service team toward meeting individual and departmental goals, performing additional training as needed
- Contribute to individual and team meetings as needed
- Display exemplary customer service in all interactions
- Other tasks and duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
