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Customer Service Representative

2 months 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 delivering exceptional patient care.

Job Summary

We are seeking a highly motivated and customer-focused PAP Resupply Specialist to join our team. As a PAP Resupply Specialist, you will play a critical role in ensuring patients receive outstanding service, education, and resolution regarding CPAP Therapy by marketing the MSC ReFresh Program and promoting supplies necessary to gain/maintain optimal clinical outcomes.

Responsibilities
  • Handle inbound and outbound patient calls, utilizing listening skills to ensure patient's needs and concerns regarding their equipment or services are addressed.
  • Promote the MSC ReFresh Program by educating patients on the importance of changing out supplies on the clinically suggested and insurance-approved schedules.
  • Adhere to key performance metrics, converting 25-30% of inbound calls into Sales Orders and revenue, and meeting metric standards set by the PAP Resupply Manager.
  • Identify complimentary products that may benefit the patient while providing additional information about the equipment.
  • Understand insurance guidelines and coverage limits regarding CPAP Resupply.
  • Promote electronic ordering platforms such as Rapid Reorder and Autoship.
  • Understand company Enterprise System necessary to enter orders, research patient inquiries, and status updates for new equipment.
Qualifications
  • Graduate of an accredited high school.
  • Minimum of two years of progressively responsible customer service or inside sales experience.
  • Excellent oral, active listening, and written communication skills required.
  • Pleasant personality with excellent phone and interpersonal and organizational skills.
  • Displays a high drive to meet or exceed daily performance metrics related to key performance indicators.
  • Ability to develop, organize, and coordinate multiple patient lists and files.
  • Analytical and problem-solving skills and ability to multitask.
Benefits
  • Competitive pay starting at $20.00/hour.
  • 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 a matching program/Roth IRA.
  • Company discounts.
  • Payactiv/on-demand pay.
  • Paid vacation, sick days, YOU (mental health) days, and holidays.