Customer Success Representative

2 weeks ago

Boston, Massachusetts, United States Reliable Respiratory Full time

Equal Opportunity Employer/Disability/Veterans

Reliable Respiratory is a Durable Medical Equipment (DME) company that provides the highest quality level of service for patients in need of respiratory, diabetes, urology, and maternity support. Equipment provided includes, CPAPs, BiPAPs, AutoPAPs, nebulizers, oxygen equipment, ventilators, CGM devices, insulin pumps, and breast pumps. 

Each patient is treated with professionalism, understanding, and attentive service. We care about our customers, work closely with the medical community, and have highly skilled staff ready to assist customers in receiving the best care possible.

A Customer Success Representative is responsible for generating new business to the company by ensuring all accounts are managed with care and efficiency. 

As a Customer Success Representative, you will work directly with our accounts and customers to fulfill medical supply orders and answer questions related to care. This includes collaborating with referral sources, insurance companies, and internal departments to ensure each step of fulfillment is met with efficiency and accuracy. 

This is a remote opportunity for applicants residing in New England and NY

 Duties and Responsibilities

Manages all assigned key accounts Serves as an account liaison between internal departments and external accounts Builds relationships and trust between the assigned accounts and Reliable RespiratoryIdentifies and capitalizes on opportunities to increase sales for the assigned accounts while maintaining satisfactory customer serviceProcesses new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory's processing procedures and guidelinesHandles incoming communications from customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary Verifies insurance online or by phone and documents information in Reliable Respiratory's electronic health records systemObtains all necessary insurance authorizationsTroubleshoots equipment issues with patients; triages issues to manufacturer's care teams or referring doctors as neededUnderstands insurance coverage and allowable amounts; verifies patient demographic information, insurance authorization, and benefit information-updating as neededSpot opportunities to recommend additional services or products that support customer goals and boost referralsEnsures completion of worklists assigned Collects patient paymentsEnsures patients understand cost responsibilitiesCoordinates appointments between customers and respiratory staffParticipates in company phone campaignsComplies with all policies and procedures established by the company and the company's regulatory bodies 

 Required Qualifications

18 years of age or olderMust be eligible to work in the United States and not require work authorization from us now or in the futureBachelor's Degree required1 year of customer service experience 

 Required Skills

Effective and professional verbal and written communication abilitiesProfessional computer experience (especially Microsoft Office Suite)Ability to work independently to investigate and make decisionsAbility to work in collaboration with othersAbility to prioritize and complete work amidst interruptions in a busy work areaAbility to comply with guidelines both internal and industry-imposedAbility to reconcile multiple shifting logistical factors for each appointmentStrong attention to detail Great customer service skills especially in high intensity situationsFluent in English and Spanish proficiency preferred

 Competencies

Adaptability Analytical SkillsAttention to DetailCommunicationComputer SkillsCustomer ServiceDecision MakingDependability Initiative Problem Solving Productivity Self-MotivatedSense of Urgency Teamwork 

 Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to communicate and convey information with the appropriate parties. The job requires assuming a stationary position for long periods of timeThis role routinely uses standard office equipment such as computers, phones, and printers/scanners

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This job operates in a professional office environmentThe noise level in the work environment is usually moderate to loud if employee wished to be in office

Reliable Respiratory, INC participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

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