Customer Service Representative – Parent Liaison (Remote)

Cranial Technologies is the only company in the world completely dedicated to researching and treating plagiocephaly (commonly called flat head syndrome). With over 500,000 babies successfully treated with the DOC Band®, we are the plagiocephaly experts and the leader in pediatric cranial shaping orthoses. We also provide treatment with EarWell® to correct infant ear shapes without surgery, with over 600,000+ successful outcomes.

About the role

We are looking for a full-time Customer Service Representative to join our team. The ideal candidate will build rapport with families, healthcare providers, and insurance companies in a compassionate and efficient manner over the phone. You will educate potential families about the evaluation appointment, treatment process, and insurance process, expediting the process while maintaining excellent customer service. Training will be provided on our processes and all things unique to Cranial Technologies.

Responsibilities

• Provide outstanding customer service to families over the phone.
• Accurately enter patient registration information and schedule initial appointments, identifying potential conflicts or trends for each Clinic schedule.
• Coordinate information between referring physicians, insurance companies, and our treatment clinics.
• Review cost share amounts, co-payments, and financial responsibility with families.
• Handle variable call-volume on multiple queues, averaging 40 to 70 calls a day.

Requirements

• 1 – 2 years' customer service or related experience.
• 1 – 2 years' experience with computer software.
• Exceptional communication skills, including phone etiquette and human relations.
• Ability to work with people from diverse backgrounds.
• Proactive mindset with the ability to absorb new information in a timely manner.
• Professional demeanor in both written and spoken communication with families, providers, and coworkers.
• Ability to problem-solve and prioritize daily tasks to manage individual workload.
• Authorization to work for any employer in the U.S. (we are unable to sponsor or take over sponsorship of an employment Visa at this time).

Benefits

• Medical, Vision, and Dental Insurance.
• 401k Retirement Plan.
• Flex Spending Plans.
• 18 Days Paid Time Off each year plus 7 company-paid Holidays.
• Life Insurance.
• Short/Long Term Disability Insurance.

Pay

The pay range for this position is $18.50 - $19.00 per hour, dependent on the applicant's relevant experience.