PAP Therapy Support Specialist

6 days ago

Cleveland, Ohio, United States Medical Service Company Full time
About Medical Service Company

Medical Service Company is a family-owned and operated durable medical equipment and respiratory provider with over 70 years of experience in the industry.

Job Summary

We are seeking a highly skilled and customer-focused Sleep Contact Center Specialist to join our team. As a Sleep Contact Center Specialist, you will be responsible for providing exceptional customer service to patients and referrals, ensuring that their needs and concerns are addressed in a timely and efficient manner.

Key Responsibilities
  • Handle incoming patient calls related to PAP therapy, scheduling appointments with respiratory therapists, and providing excellent customer service.
  • Enter orders, research patient inquiries, and update status in our company's Enterprise System.
  • Communicate with patients and referrals regarding order status, delivery schedules, and necessary documentation or information.
  • Address patient inquiries, concerns, and provide support throughout the ordering process.
  • Verify insurance coverage and previous DME history as required.
  • 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.
  • Identify 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.
Requirements
  • 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.
What We Offer
  • Competitive pay starting at $17.00/hr.
  • Advancement opportunities.
  • Medical, dental, and vision insurance.
  • HSA account with 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.
  • 401(k) with matching program and Roth IRA.
  • Company discounts.
  • Payactiv/on-demand pay.
  • Paid vacation, sick days, YOU (mental health) days, and holidays.

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