Sleep Contact Center, CSR

2 months ago

Cleveland, United States Medical Service Company Full time
MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and

respiratory provider that's been in business for 70+ years

MSC is an 12-Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work - 2023

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In Addition, we are very proud to share that we have been awarded the distinguished honor of

2021 - HME Provider of the Year

We are hiring: FULL TIME WITH BENEFITS APPLY TODAY

  • 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
  • DEI&B 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
Sleep Contact Center Specialist are responsible for incoming phone inquiries related to PAP therapy, scheduling appointments with respiratory therapists, and working to ensure excellent customer service.

Responsibilities and Duties:
  • Proficiency in company Enterprise System necessary to enter orders, research patient inquires 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.
  • Quality 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:

Education: Graduate of an accredited high school.

Experience/Knowledge/Skills/Physical Requirements:
  • 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

Starting no less than $17.00/hr

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