Sales Support Representative

Koya Medical, Inc.•Dallas, TX

9h•$63,000 - $75,000•Remote

About The Position

The Sales Support Representative supports the sales team in processing and closing orders for Koya Medical’s Dayspring® active compression system, which is delivered to patients’ homes. The role coordinates the documentation and information needed for timely order fulfillment, insurance compliance, and quality patient service. This includes contacting clinics, clinicians, and patients by phone, email, and efax to obtain documents. The position may also involve patient follow-up, lead qualification, document review and processing, and insurance benefit investigation. The representative acts as a support partner to sales and intake teams, helps ensure orders meet payer, regulatory, and company requirements, and collaborates with intake, billing, and fulfillment teams. The role maintains accurate records, including protected health information, and supports process improvements and efficient order turnaround. It requires strong customer service, organizational, and communication abilities, along with adaptability and initiative in a fast-paced, growing company. This is a home-based role involving frequent communication with internal teams, healthcare providers, and patients, and handling sensitive patient information under HIPAA requirements. The employee may be asked to perform other job-related duties as assigned. Koya Medical is an equal opportunity employer, drug-free workplace, and complies with applicable ADA regulations.

Requirements

Strong attention to detail and accuracy.
Excellent organizational and time-management skills.
Effective communication, relationship-building, and interpersonal abilities.
Ability to work in a fast-paced, deadline-driven environment.
Problem-solving mindset and proactive approach.
Proficiency in CRM systems and Microsoft Office.
High ethical standards.
Ability to meet the stated physical demands, including occasionally lifting or moving up to 25 pounds.

Nice To Haves

Bachelor’s degree preferred.
At least 4 years of experience in sales support, customer service, healthcare administration, or the DME industry preferred.
Experience with insurance verification, medical documentation, or order processing is a plus.

Responsibilities

Serve as a primary support partner to the sales team and internal intake teams.
Coordinate between sales and intake to collect and verify patient demographics and contact information, insurance coverage and eligibility, physician orders, and supporting clinical documentation.
Contact the sales team, healthcare providers, referral sources, and patients to obtain missing or incomplete information.
Ensure orders meet payer, regulatory, and company compliance standards before closing.
Communicate order status to sales representatives and escalate issues as needed.
Collaborate with intake, billing, and fulfillment teams to support seamless order processing.
Maintain accurate, current records, including patient protected health information, in Salesforce.com and other internal systems.
Identify and resolve order-related issues that could delay processing or delivery.
Reduce administrative burden and improve turnaround times to support sales team productivity.
Contribute to process-improvement initiatives that enhance efficiency and customer experience.
Maintain working knowledge of third-party payer guidelines in the Company’s Payer Library to support the Reimbursement Operations team, which handles insurance authorizations.
Maintain knowledge of compliance requirements for federally funded healthcare programs, including fraud, waste and abuse, HIPAA, TJC, and other federal and state requirements; raise concerns promptly and take appropriate action on staff-reported concerns.
Obtain documents by inbound and outbound calls, email, and efax; the role may also include patient follow-up, lead qualification, document review and processing, and insurance benefit investigation.