Customer Service Associate

MSC Sleep Contact Center Specialist At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-Time recipient of the NorthCoast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US. In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success! Join Our Team! We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included! The Sleep Contact Center Specialist is responsible for incoming phone inquiries related to PAP therapy, scheduling appointments with respiratory therapists, and working to ensure excellent customer service. Responsibilities and Duties: Proficiency in company Enterprise System necessary to enter orders, research patient inquires and status updates for new equipment. Handles inbound patient calls, utilizing listening skills to ensure patient's needs and concerns regarding their equipment or services are addressed. Ensures that all requests are handled accurately and efficiently. Communicate with patients and referrals regarding order status, delivery schedules, and any necessary documentation or information required. Address patient inquiries, concerns, and provide appropriate support throughout the ordering process. Verify insurance coverage and previous DME history as required. Efficiently schedule appointments for patients, considering availability, urgency, and specific requirements. Utilize the scheduling system to manage appointment calendars and optimize the booking process. Streamline the appointment booking process to minimize wait times and maximize efficiency. Schedule patients needing appointments with Respiratory Therapists (RT) for PAP set ups, mask refits, RT education, etc. Qualify insurance, disclose patient financial responsibility and collect method of payment as required by MSC protocol. Communicate compliance requirements in first 90 days of PAP therapy to patient to ensure continued insurance coverage. Identifies complimentary products that may benefit the patient while providing additional information about the equipment. Contact appropriate parties to obtain any missing information as necessary. Input patient information and orders into system as necessary. Responsible for meeting metric standards set by Sleep Contact Center Manager to ensure success. Excellent communication skills to interact with customers over the phone and provide support. Displays patience, empathy, active listening and understanding to address customer concerns and inquiries. Strong problem-solving skills to identify and resolve customer issues effectively. Proficient in explaining complex technical information in a clear and understandable manner. Ability to accurately document patient and referral interactions, including issue descriptions, resolutions and follow up actions taken. Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA). Ability to work effectively as part of a team, collaborating with other call center specialists, technicians, and healthcare professionals. Willingness to share knowledge and support colleagues when needed. Strong organizational skills to handle multiple customer inquiries and tasks simultaneously. Ability to prioritize and manage time effectively to meet service level agreements and response time targets. Perform other duties as assigned. Qualifications: Graduate of an accredited high school. Minimum of 1 year of progressively responsible customer service experience. Customer oriented with excellent oral and written communication skills Pleasant personality with excellent phone and interpersonal and organizational skills (a team player) Ability to organize and coordinate multiple tasks Self Motivated/ Team Player Works well independently and in a fast paced environment