What are the responsibilities and job description for the Customer Success Coordinator position at Reliable Respiratory?
Customer Success Coordinator - Job Description
This position is full-time in our Shrewsbury office
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 Representative 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.
EEO-1 Job Classification - Administrative Support Workers
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
Required Skills
Competencies
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.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
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