Customer Service Representative - CGM Products

CGM Customer Service Representative
Walpole, MA or Rochester, NH

Our client is a leading provider of Durable Medical Equipment (DME) with a focus on diabetes care, including Continuous Glucose Monitoring (CGM) systems and related products. They are looking for a dedicated, empathetic, and skilled CGM Customer Service Representative to help improve the quality of life for individuals managing diabetes through advanced, reliable technology and exceptional customer support who will assist patients in navigating their diabetes care needs.

As a CGM Customer Service Representative, you will be the primary point of contact for patients, healthcare providers, and internal teams, providing support for Continuous Glucose Monitoring (CGM) systems. You will assist patients with product inquiries, troubleshooting, order processing, and general support to ensure a seamless experience. The ideal candidate will have knowledge of CGM technology, strong communication skills, and a passion for delivering exceptional services to individuals managing diabetes.

Key Responsibilities

• Answer inbound calls, emails, and chats from patients, healthcare providers, and medical professionals regarding CGM products, troubleshooting, and order-related inquiries.
• Provide technical support and guidance for troubleshooting CGM device issues, ensuring accurate and timely resolutions.
• Assist patients in setting up, using, and maintaining their CGM systems, including sensor and transmitter setup, calibration, and data syncing.
• Educate patients on CGM product features, benefits, and best practices to optimize diabetes management.
• Process orders for CGM devices and supplies, ensuring compliance with insurance requirements and patient-specific needs.
• Collaborate with the billing and insurance verification teams to assist patients with insurance claims and coverage inquiries.
• Document patient interactions, product orders, and support tickets in the company’s CRM system.
• Follow up with patients to ensure satisfaction with their CGM systems and ensure any issues are promptly addressed.
• Maintain up-to-date knowledge of CGM products, diabetes care trends, and industry regulations.
• Provide exceptional customer service, handling inquiries, concerns, and complaints with empathy and professionalism.

Qualifications

• High school diploma (Associate’s degree preferred).
• Strong understanding of insurance requirements is necessary.
• Prior customer service experience, preferably in a healthcare or DME setting.
• Knowledge of Continuous Glucose Monitoring systems or diabetes management tools.
• Experience using CRM systems. Keap, HubSpot, Salesforce, or similar.
• Familiarity with EMR systems. NikoHealth, Brightree, or similar.
• Proficient in Microsoft Office Suite.
• Ability to explain technical information in a clear, understandable manner.
• Excellent critical thinking, problem-solving abilities and attention to detail.
• Empathetic, patient-focused, and passionate about helping individuals manage their diabetes care.

Benefits & Perks

• Competitive salary and comprehensive benefits package.
• Ongoing training and opportunities for professional growth.
• A dynamic and supportive work environment.
• Be a part of a team that directly impacts the health and well-being of individuals managing diabetes.
• Client is an equal opportunity employer that values diversity and inclusion.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Healthcare Customer Service: 4 years (Preferred)
• Insurance verification: 4 years (Required)
• CRM software: 2 years (Required)
• Microsoft Office Suite: 4 years (Required)
• Customer service: 4 years (Required)
• Patient support: 4 years (Preferred)
• Customer Phone Support: 4 years (Required)
• Durable Medical Equipment: 4 years (Preferred)
• EMR systems: 2 years (Required)
• Phone triage: 4 years (Preferred)

Work Location: Hybrid remote in Walpole, MA 02081

Salary : $65,000 - $75,000