Customer Success Representative

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.

Duties and Responsibilities

• Manages all assigned key accounts
• Serves as an account liaison between internal departments and external accounts
• Builds relationships and trust between the assigned accounts and Reliable Respiratory
• Identifies and capitalizes on opportunities to increase sales for the assigned accounts while maintaining satisfactory customer service
• Processes new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory’s processing procedures and guidelines
• Handles incoming communications from customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary
• Verifies insurance online or by phone and documents information in Reliable Respiratory’s electronic health records system
• Obtains all necessary insurance authorizations
• Troubleshoots equipment issues with patients; triages issues to manufacturer’s care teams or referring doctors as needed
• Understands insurance coverage and allowable amounts; verifies patient demographic information, insurance authorization, and benefit information-updating as needed
• Actively up sell and increase orders through suggestive selling techniques
• Ensures completion of worklists assigned
• Collects patient payments
• Ensures patients understand cost responsibilities
• Coordinates appointments between customers and respiratory staff
• Participates in company phone campaigns
• Complies 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
• Bachelor’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