Practice Support Agent

ResMed • Decatur, IL

1d

About The Position

We’re looking for a customer-focused Practice Support Agent to support testing, scheduling, and customer service operations in a fast-paced healthcare environment. Practice Support Agents provide exceptional customer and patient support via phone, live chat, and email. This role is responsible for guiding customers through website tools and testing device upload processes while resolving data upload issues as they arise. Agents support DME customers with navigating the website and troubleshooting technical concerns, as well as assisting physician offices with patient and order-related inquiries. The ideal candidate is service-oriented, detail-focused, and committed to delivering a high-quality customer experience. This position plays a key role in ensuring customer and user satisfaction through clear communication, technical support, and timely issue resolution. The shift for this role is 8:00am - 4:30pm CT.

Requirements

• 1+ year of customer service or support experience
• High school diploma
• Proficiency in Excel and MS Office
• Excellent phone presence, attention to detail, and multitasking skills

Nice To Haves

• Knowledge of oximetry/sleep testing equipment a plus

Responsibilities

• Answer inbound calls, chats, and emails to support customers with testing tools and uploads
• Handle overflow scheduling calls
• Troubleshoot Overnight Pulse Oximetry upload issues
• Process and validate test orders, physician updates, and faxed results
• Work shared departmental queues and assist with cross-training as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED