Customer Service Specialist

About the role

At ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician-guided at-home rehab while delivering an outstanding experience throughout their recovery journey. ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first-mover position to enter cardiology, followed by other adjacent markets.

Responsibilities

• Serve as the primary point of contact for patients, clinics, healthcare providers, and internal stakeholders regarding product orders, service requests, account inquiries, and operational support needs.
• Educate patients and customers on ROMTech products, usage expectations, delivery timelines, and service processes.
• Manage inbound and outbound telephone calls, emails, and other communications with professionalism, urgency, and accuracy.
• Resolve customer concerns, complaints, and service-related issues while maintaining compliance with HIPAA and company policies.
• Accurately document customer interactions, account activity, and service requests within CRM, EMR, and other designated systems.
• Monitor open orders, delayed orders, and backorders, proactively communicating updates and coordinating resolution activities.
• Support Sales, Operations, and Customer Success teams through order processing, tracking, and customer follow-up communications.
• Collaborate with cross-functional teams including Sales, Logistics, Billing, Clinical Operations, and Customer Success to ensure a seamless customer experience.
• Maintain customer records and account information with a high degree of accuracy and attention to detail.
• Ensure compliance with applicable policies, procedures, quality standards, and confidentiality requirements.
• Support customer satisfaction initiatives and contribute to departmental service-level goals and key performance indicators.
• Assist with administrative and operational support activities as needed.
• Participate in training, onboarding, and professional development programs.
• Contribute to process improvement initiatives and workflow optimization efforts.
• Support special projects and departmental initiatives as assigned.
• Perform other related duties as assigned to support operational and business needs.

Requirements

• Serve as a primary point of contact for order-related inquiries, service requests, and account coordination.
• Ensure timely communication, accurate documentation, and effective issue resolution while maintaining compliance with HIPAA and company policies.
• Deliver high-quality service and support ROMTech's Clinician-guided at-home rehab model.

Reports to: Customer Service Supervisor
Location: Clearwater Office Environment
Worker Classification: W-2 Employee
FLSA Status: Non-Exempt