What are the responsibilities and job description for the Customer Success Coordinator position at Reliable Respiratory?
About Reliable Respiratory
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.
Job Purpose
A Customer Success Coordinator you are 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.
Duties and Responsibilities
- Identify and capitalize on opportunities to increase sales for the assigned accounts while maintaining satisfactory customer service
- 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
Required Qualifications
- 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 experience
Required Skills
- 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
- Fluent in English and Spanish proficiency preferred
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 time
- This 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 environment
- The noise level in the work environment is usually moderate to loud if employee wished to be in office
Direct Reports – None
