Sleep Contact Center Representative

4 weeks ago


Troy, Michigan, United States Medical Service Company Full time
Job Summary:

We are seeking a highly skilled and customer-focused Sleep Contact Center Specialist to join our team at Medical Service Company. As a key member of our contact center, you will be responsible for providing exceptional customer service to patients and referrals related to PAP therapy, scheduling appointments with respiratory therapists, and ensuring excellent customer experience.

Responsibilities:
  • Handle incoming patient calls, utilizing active listening skills to address patient needs and concerns regarding their equipment or services.
  • 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.
  • 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.
  • Meet metric standards set by Sleep Contact Center Manager to ensure success.

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.
  • 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/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 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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