Patient Onboarding Specialist

Sleep Doctor • Ponte Vedra Beach, FL

21h • $23 - $25 • Onsite

About The Position

This position reports to Sleep Doctor’s Director, Support Operations and will be located in Jacksonville Beach, FL.

Requirements

• Previous experience in a direct-to-consumer customer service role as a team lead or escalation tier role.
• Deep understanding of Obstructive Sleep Apnea, Central Sleep Apnea and other sleep health disorders.
• Familiarity with the most popular Auto-CPAP, BPAP and ASV machines, as well as alternative Sleep Apnea treatments.
• Proficiency in helpdesk software like Zendesk, FreshDesk, Kustomer, or Help Scout with the ability to learn new systems quickly.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Exceptional interpersonal skills.
• Ability to actively listen to customers and empathize with their needs.
• Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
• Customer-centric mindset with a genuine desire to assist and support customers.
• Intellectual curiosity and a desire to learn and improve professionally every day.
• Natural ability to be a mentor and raise the standards of those around you.
• Ownership mentality. If you see something that needs to get done, you do it.
• Patience and resilience in dealing with challenging situations.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
• Team player with the ability to collaborate effectively with colleagues.
• A high level of adaptability. Things will change. There will be bad days. It’s the responsibility of all Customer Service Representatives to adapt to an ever-changing startup environment.
• Maintain a ”controller” mindset and always look to solve the customer’s issue in the simplest way possible.
• Ability to think critically and “read between the lines”.
• A mindset of intellectual curiosity and a desire to continue learning and growing professionally.

Nice To Haves

• Certification or previous certification as an RPSGT, RRT, or CRT is a huge bonus.
• Familiarity with customer relationship management (CRM) tools like Zoho or Salesforce is a plus.
• Fluency in languages in addition to English is advantageous but not required.

Responsibilities

• Serve as the primary point of contact for escalated customer concerns, complaints, and issues, employing advanced problem-solving techniques, conflict resolution skills, and diplomacy to achieve swift and satisfactory resolutions.
• Conduct in-depth analysis of escalated customer service issues, implementing strategic solutions for improvement.
• Provide expertise in troubleshooting and resolving complex issues related to DME (PAP + Alternative Sleep Apnea Therapy Equipment), serving as a resource for all Customer Service team members.
• Lead by example in handling customer complaints and escalations, demonstrating empathy, professionalism, and effective problem-solving skills in resolving issues and ensuring customer satisfaction.
• Lead initiatives to identify, develop, and implement process improvements and best practices for customer service operations, streamlining workflows, enhancing efficiency, and maximizing customer satisfaction.
• Analyze customer feedback, trends, and data to identify opportunities for service enhancement, customer retention, and revenue growth, providing insights and recommendations to inform strategic decision-making.
• Manage communication across all channels (phone, email, SMS, chat, social media), demonstrating exceptional communication skills and the ability to effectively convey complex information and resolve issues with clarity, empathy, and professionalism.
• Provide escalated support to customers with complex inquiries or issues regarding Home Sleep Test purchases, Durable Medical Equipment (DME), and Sleep Doctor products and services.
• Become an expert in internal and partner software platforms.
• Become an expert in all non-standard processes for complex products.
• Address and resolve customer concerns, complaints, and issues in a timely and professional manner.
• Become an expert in the entire Sleep Doctor Home Sleep Test customer journey.
• Provide information and assistance related to the Home Sleep Test process, guiding customers through each step.
• Review and process orders for Home Sleep Tests and Durable Medical Equipment (DME) efficiently and accurately
• Help potential customers resolve their issues across all Sleep Doctor owned properties, including Sleepfoundation.org and Sleepapnea.org.
• Review and monitor prescription submissions for DME items, ensuring accuracy and compliance with regulations.
• Ensure compliance with all relevant regulations and standards governing the healthcare and medical device industry.
• Proactively reach out to customers who may be at risk of churning, and implement retention strategies to ensure their continued satisfaction and loyalty.
• Ensure all documentation and medical records are accurately recorded in the customer's file.
• Collaborate with the entire customer service team and cross-functional partners effectively, ensuring organization and proper documentation at all times.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Provide leadership, guidance, and mentorship to Tier 1 and Tier 2 Customer Service Representative;, offering support, training, and coaching to enhance their skills, knowledge, and performance.

Benefits

• The Company currently provides medical, vision, and dental insurance with 100% of the employee medical, vision, and dental premiums covered by the Company.
• There is an option to participate in both a medical FSA and dependent care FSA.
• We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary.
• You will be eligible for Paid Time Off in accordance with the company’s policies.
• Our Seattle-based employees will receive commuter benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed