About the position

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. The Customer Success Coordinator 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 hybrid opportunity based in our Worcester & Dartmouth office.

Responsibilities

• Process new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory’s processing procedures and guidelines
• Handle incoming communications from customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary
• Verify insurance online or by phone and documents information in Reliable Respiratory’s electronic health records system
• Obtain all necessary insurance authorizations
• Troubleshoot equipment issues with patients; triage issues to manufacturer’s care teams or referring doctors as needed
• Understand insurance coverage and allowable amounts; verify patient demographic information, insurance authorization, and benefit information-updating as needed
• Actively up sell and increase orders through suggestive selling techniques
• Ensure completion of worklists assigned
• Collect patient payments
• Ensure patients understand cost responsibilities
• Coordinate appointments between customers and respiratory staff
• Participate in company phone campaigns
• Comply with all policies and procedures established by the company and the company's regulatory bodies

Requirements

• 18 years of age or older
• Must be eligible to work in the United States and not require work authorization from us now or in the future
• Associate’s Degree required
• 1 year of customer service/admin experience in the medical field
• Effective and professional verbal and written communication abilities
• Professional computer experience (especially Microsoft Office Suite)
• Ability to work independently to investigate and make decisions
• Ability to work in collaboration with others
• Ability to prioritize and complete work amidst interruptions in a busy work area
• Ability to comply with guidelines both internal and industry-imposed
• Ability to reconcile multiple shifting logistical factors for each appointment
• Strong attention to detail
• Great customer service skills especially in high intensity situations

Nice-to-haves

• Fluent in English and Spanish proficiency preferred