Customer Success Coordinator - Hybrid

Reliable Respiratory•Dartmouth, MA

12h•Hybrid

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.

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

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