Customer Success Coordinator
This is a hybrid position onsite 2x per week.
About the role
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.
As a Customer Success Coordinator, 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.
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 document 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 upsell 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
Requirements
- 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
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
Competencies
- Adaptability
- Analytical Skills
- Attention to Detail
- Communication
- Computer Skills
- Customer Service
- Dependability
- Initiative
- Problem Solving
- Productivity
- Teamwork
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 the employee wishes to be in the office.