Customer Service Specialist
Paycom - ATS
- Customer Service SpecialistClearwater, FL 33760## OverviewSalary Range$22.00 - $22.00 HourlyPosition TypeFull TimeJob ShiftDayEducation LevelNot SpecifiedTravel PercentageNoneCategoryCustomer Service## DescriptionJOB DESCRIPTION## Approved Opening StatementAt ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician guided at-home rehab while delivering an outstanding experience throughout their recovery journey.ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.**Position Title:** Customer Service Specialist **Department:** Customer Success **Reports To:** Customer Service Supervisor **Location / Work Environment:** Clearwater Office Environment **Worker Classification:** W-2 Employee **FLSA Status:** Non-Exempt **Job Level:** Standard# Job PurposeThe Customer Service Specialist serves as a primary point of contact for patients, healthcare providers, and internal teams, supporting order-related inquiries, service requests, and account coordination. This role ensures timely communication, accurate documentation, and effective issue resolution while maintaining compliance with HIPAA and company policies. By delivering high-quality service, supporting order visibility and follow-through, and collaborating across departments, this position contributes to a seamless customer experience and supports ROMTech's Clinician guided at-home rehab model.# Key Responsibilities## Essential Duties* Serve as the primary point of contact for patients, clinics, healthcare providers, and internal stakeholders regarding product orders, service requests, account inquiries, and operational support needs.* Educate patients and customers on ROMTech products, usage expectations, delivery timelines, and service processes.* Manage inbound and outbound telephone calls, emails, and other communications with professionalism, urgency, and accuracy.* Resolve customer concerns, complaints, and service-related issues while maintaining compliance with HIPAA and company policies.* Accurately document customer interactions, account activity, and service requests within CRM, EMR, and other designated systems.* Monitor open orders, delayed orders, and backorders, proactively communicating updates and coordinating resolution activities.* Support Sales, Operations, and Customer Success teams through order processing, tracking, and customer follow-up communications.* Collaborate with cross-functional teams including Sales, Logistics, Billing, Clinical Operations, and Customer Success to ensure a seamless customer experience.* Maintain customer records and account information with a high degree of accuracy and attention to detail.* Ensure compliance with applicable policies, procedures, quality standards, and confidentiality requirements.* Support customer satisfaction initiatives and contribute to departmental service-level goals and key performance indicators.## Other Functions* Assist with administrative and operational support activities as needed.* Participate in training, onboarding, and professional development programs.* Contribute to process improvement initiatives and workflow optimization efforts.* Support special projects and departmental initiatives as assigned.* Performs other related duties as assigned to support operational and business needs.## QualificationsJOB QUALIFICATIONS## Skills and Abilities### Required* Strong customer service and relationship management skills.* Excellent verbal and written communication abilities.* Ability to manage high-volume, multi-channel communications including phone, email, and messaging platforms.* Strong organizational, prioritization, and multitasking skills.* Attention to detail and accuracy in documentation and recordkeeping.* Ability to professionally and effectively resolve customer concerns.* Strong problem-solving and critical-thinking abilities.* Ability to work effectively in a fast-paced, team-oriented environment.* Basic proficiency with Microsoft 365 applications and standard business software.### Preferred* Bilingual proficiency in Spanish and English.* Familiarity with CRM, EMR, or healthcare-related systems.* Knowledge of healthcare operations, medical devices, durable medical equipment (DME), or patient support services.* Experience supporting patient engagement or customer success programs.## Work Experience Requirements### Required* Minimum of two (2) years of customer service, call center, dispatching, customer support, or related experience.### Preferred* Experience in healthcare, medical device, durable medical equipment (DME), rehabilitation, or related industries.* Experience utilizing CRM, EMR, or customer support platforms.## Education Requirements### Required* None.### Preferred* High School Diploma or equivalent.* Additional education in Healthcare Administration, Business, Communications, or a related field.## License and Certification Requirements### Required* None.### Preferred* Customer service, healthcare support, or related professional certifications.# Physical Demands and Working Conditions## Office Environment* Ability to sit at a computer terminal for an extended period.* Moderate noise (i.e., phone calls, online meetings, computer audio).* While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.* Specific vision abilities required by this job include close vision requirements due to computer work.* Regular, predictable attendance is required.* Must be able to communicate clearly and professionally in both verbal and written formats.* Must be able to engage in active listening and express ideas effectively in person, by phone, and via virtual meetings.* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing View email address on click.appcast.io.
- J-18808-Ljbffr Paycom - ATS
Vacancy posted 1 day ago
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