Customer Service Associate

Title: Sleep Contact Center Specialist. 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 Competitive Pay Advancement Opportunities Medical, Dental & Vision Insurance HSA Account w/Company Contribution Pet Insurance Company provided Life and AD&D insurance Short-Term and Long-Term Disability Tuition Reimbursement Program Employee Assistance Program (EAP) Employee Referral Bonus Program Social Recognition Program Employee Engagement Opportunities CALM App 401k (with a matching program) / Roth IRA Company Discounts Payactiv/On-Demand Pay Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays Responsibilities and Duties Proficiency in company Enterprise System necessary to enter orders, research patient inquiries 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 (team player). Ability to organize and coordinate multiple tasks. Self Motivated / Team Player. Works well independently and in a fast paced environment. #J-18808-Ljbffr