PAP Troubleshooting Specialist

Position Summary The PAP Troubleshooting Specialist is responsible for incoming phone inquiries related to PAP therapy, troubleshooting devices and supplies, scheduling appointments with respiratory therapists, and ensuring excellent customer service. We are hiring a full‑time hybrid position. Work in our office on Tuesdays, Wednesdays, and Thursdays, and have remote flexibility 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 Handles inbound patient calls, ensuring patient needs and concerns regarding equipment or services are addressed accurately and efficiently. Provides excellent customer service and resolves all non-clinical PAP troubleshooting issues. Performs all non-clinical processes for PAPs, including compliance downloads, data entry, scheduling, follow-up, and troubleshooting. Verifies insurance coverage and prior DME history as required. Schedules patients needing appointments with Respiratory Therapists for mask refits, RT education, etc. Collects method of payment as required by MSC protocol. Answers compliance-related questions from patients efficiently. Identifies complimentary products that may benefit the patient and provides additional equipment information. Contacts appropriate parties to obtain any missing information as necessary. Inputs patient information and orders into the system as necessary. Is responsible for meeting metric standards set by the Sleep Contact Center Manager to ensure success. Performs 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 (a 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 Medical Service Company