CPAP Support Agent

Sleep Therapy Compliance Specialist

This employee works directly with customers to improve sleep therapy compliance and improve outcomes.

Uses company resources, policies, and procedures to provide complete and accurate data

Uses appropriate technologies and follows processes in accordance with company standards to ensure patient, location, and physician contact is handled with accuracy and operational effectiveness

Job Functions

• Establishes customer contact by initiating outbound calls via dialer and receiving inbound return calls to facilitate compliance usage of PAP device
• Assists customer through coaching of company's products by adequately assessing customer compliance, thoroughly explaining product benefits, and assisting with escalating communication to clinical staff as necessary
• Resolves customer concerns by providing appropriate information regarding products and services
• Records customer information and maintains database by obtaining, entering, and verifying required data
• Ensures quality service by following and adhering to departmental and company policies, procedures, and standards
• Provides customer follow up as required
• Contributes to departmental objectives by accomplishing required contact and compliance results

Education

• High School Diploma or General Education Degree (GED), required

Work Experience

• At least 1 year of experience in office setting, required
• Prior work experience on a computer, required

Knowledge, Skills, and Abilities

• Must have excellent telephone customer service
• Must be at least 18 years of age
• Medical industry background beneficial
• Must type at least 25-30 words per minute
• Must function in fast-paced environment