Practice Support Representative - 10:30AM - 7:00PM

POSITION TITLE:

Practice Support Representative

DEPARTMENT:

Practice Support

REPORTS TO:

Practice Support Manager

FLSA DESIGNATION: Non-Exempt

DATE WRITTEN/REVISED: 04/02/2020

JOB SUMMARY:

Practice Support agents assist customers and patients via telephone and give clear instructions on the use of the website tools and upload processes of the testing devices. This position is responsible for training our DME customers on how to maneuver in the website and resolve any uploading data issues, as they arise as well as assisting our Physician office with patient and order issues that may arise. This position will provide customer service and support to the fullest satisfaction of the customer or user.

DUTIES AND RESPONSIBILITIES:

• Answers inbound calls, assisting customers with questions regarding the website tools and uploading process for testing devices.
• Answers overflow of scheduling calls, using the required applications.
• Investigates and corrects failed fax numbers for physicians.
• Works incomplete orders, physician updates, and failed faxes.
• Troubleshooting uploading issues for Overnight Pulse Oximetry tests.
• Process and validate test orders received when needed, using the required applications.
• Assists in cross-training co-workers from other departments, for customer service
• Resolving problem faxes received
• Working all items received in the assigned shared folder for the department
• Other duties as assigned

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

This individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Proficient inMS Internet Explorer, Excel and various MS office programs.
• Strong knowledge of Oximetry and Sleep testing equipment and process.
• Excellent call quality.
• Excellent phone manner
• Organizational skills, detail oriented and ability to multi-task.
• Excellent production abilities.

PHYSICAL DEMANDS

• Must be flexible in terms of working hours to meet the requirements of the position.
• Must be able to lift up to 35 pounds.
• Must be able to sit and/or stand for a minimum of 8 hours per day.
• Must be able to speak clearly on the telephone.
• Ability to sit at a desk and work on a computer as needed
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.

QUALIFICATION STANDARDS

Education:

High school diploma or equivalent

Experience:

A minimum of at least one (1) year of Customer Service/support and training experience preferred

Grooming:

All employees must maintain a neat, clean and well-groomed appearance per Virtuox, Inc’s standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have any relatives working with us?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person

Salary : $15