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.