Medical Customer Success Representative

Medical Customer Success Representative

Join a mission-driven team where your work directly improves patients' lives.

This fully remote opportunity is open exclusively to candidates residing in New England, New York, or Pennsylvania.

At Reliable Respiratory, we are a trusted leader in Durable Medical Equipment (DME), providing essential support to patients with respiratory, diabetes, urology, and maternity needs. Our team is passionate about delivering not just equipment, but peace of mindthrough responsive service, meaningful patient interactions, and a commitment to excellence.

If you're looking for a role where you can make a real impact, grow your career in healthcare, and be part of a supportive, fast-paced team, we'd love to hear from you.

About the Role

The Medical Customer Success Representative plays an essential role in ensuring patients and referral partners receive timely, accurate, and compassionate support. In this position, you will work closely with customers, referral sources, insurance companies, and internal teams to make sure medical supply orders are processed correctly and that each patient's needs are addressed with professionalism and care.

Candidates who have developed relevant skills through internships, practicums, or other hands-on experience in healthcare, customer service, or administrative roles are encouraged to apply.

Key Responsibilities

• Process new and recurring orders via fax, phone, email, or in person following company procedures
• Participate in outbound phone campaigns
• Handle incoming customer and referral communications professionally and promptly, including walk-ins
• Verify insurance coverage online or by phone and document details in the electronic health record system
• Obtain required insurance authorizations
• Troubleshoot equipment issues and coordinate with manufacturers or referring clinicians as needed
• Confirm patient demographics, insurance authorizations, and benefit information
• Complete assigned worklists accurately and on schedule
• Collect patient payments and explain cost responsibilities
• Coordinate appointments between customers and respiratory staff

Required Qualifications

To ensure success in this role, applicants must meet all minimum requirements:

• Eligible to work in the United States without current or future visa sponsorship
• Bachelor's degree required
• 3+ years of customer service experience in a high-volume medical or healthcare setting
  • Relevant internships, co-ops, or clinical administrative experience may be considered
• Call center experience in a health care / medical setting strongly preferred
• Must be located in one of the New England states, New York, or Pennsylvania.

Required Skills

• Strong verbal and written communication
• Proficiency with computers and Microsoft Office
• Ability to work independently and make informed decisions
• Collaborative mindset and ability to work across departments
• High attention to detail
• Excellent customer service skills, especially in high-intensity situations
• Fluent in English; Spanish proficiency preferred

Direct Reports None

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this job, the employee is regularly required to communicate and exchange information with patients, referral sources, and internal team members through phone, email, and computer-based systems. The position requires the ability to remain in a stationary position for extended periods while working at a computer.

This role routinely uses standard home-office equipment such as a computer, phone, headset, and printer/scanner (if applicable). Employees are expected to maintain a safe, private, and professional remote workspace that supports confidentiality and productivity.

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job in a home-based setting. Noise levels may vary depending on the employee's home environment, and employees are responsible for ensuring a workspace that allows them to perform their duties effectively.

Reliable Respiratory, INC participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.