Customer Service Specialist

JOB DESCRIPTION

At 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: Temp to Perm
FLSA Status: Non-Exempt
Job Level: Standard

Competitive Benefits: Medical, Dental, Vision, 401k with Employer Match, Pet Insurance, and More!

Job Purpose

The 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.

JOB 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