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What You’ll Do:

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• Respond to escalated calls regarding patient issues, including but not limited to, compliance issues, mask issues, and machine/technical  issues

• Coordinate calls with patients to discuss medical equipment setup and usage

• Instruct patient on details of machine and supply usage, including recommendations for masks

• Discuss compliance guidelines required by insurance

• Perform patient calls for compliance issues/questions as needed

• Explain resupply program process to patients

• Perform patient calls for compliance issues/questions as needed

• Work compliance reports, including but not limited to identification of patients needing immediate attention with compliance for adherent use and review of patients whose billing has stopped for compliance reasons

• Generate failed compliance mail merge for mailing

• Assist with resolving modem issues

• Update department manual with processes and train staff

• Assist global partners with work inquiries, including but not limited to process, metrics and accuracy of work

• Responsible for training all new on-site and off-site staff

• Utilize computer technology to handle high call volumes

• Educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking

• Work with manager to ensure proper customer service is being delivered

• Escalate calls to proper departments, if needed

• Assist patients via website chat, real time, during business hours

• Other duties as assigned

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How You’ll Stand Out:

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• 1-2 years of customer service experience, preferably in healthcare environment

• Excellent customer service skills (ability to handle sensitive/challenging communications)

• Demonstrated passion for excellence with respect to treating and caring for patients

• Ability to prioritize workload with frequent interruptions

• Ability to work in a fast-paced environment

• Has a pleasant, patient and friendly attitude

• Problem-solving skills required

• Ability to communicate effectively both verbally and in writing

• Strong detail orientation and communication/listening skills including follow up

• Strong interpersonal skills, ability to communicate well at all levels of the organization

• Working knowledge of Microsoft Office applications

• High School graduate or GED required