Customer Success Coordinator

Customer Success Coordinator - Job DescriptionThis position is full-time in our Shrewsbury office About Reliable RespiratoryReliable 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 PurposeA 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 WorkersDuties and ResponsibilitiesIdentify and capitalize on opportunities to increase sales for the assigned accounts while maintaining satisfactory customer serviceProcess new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory's processing procedures and guidelinesHandle 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 systemObtain all necessary insurance authorizationsTroubleshoot equipment issues with patients; triage issues to manufacturer's care teams or referring doctors as neededUnderstand insurance coverage and allowable amounts; verify patient demographic information, insurance authorization, and benefit information-updating as neededActively up sell and increase orders through suggestive selling techniquesEnsure completion of worklists assigned Collect patient paymentsEnsure patients understand cost responsibilitiesCoordinate appointments between customers and respiratory staffParticipate in company phone campaignsComply with all policies and procedures established by the company and the company's regulatory bodies Required Qualifications18 years of age or olderMust be eligible to work in the United States and not require work authorization from us now or in the futureAssociate's Degree required1 year of customer service experience Required SkillsEffective and professional verbal and written communication abilitiesProfessional computer experience (especially Microsoft Office Suite)Ability to work independently to investigate and make decisionsAbility to work in collaboration with othersAbility to prioritize and complete work amidst interruptions in a busy work areaAbility to comply with guidelines both internal and industry-imposedAbility to reconcile multiple shifting logistical factors for each appointmentStrong attention to detail Great customer service skills especially in high intensity situationsFluent in English and Spanish proficiency preferredCompetenciesAdaptability Analytical SkillsAttention to DetailCommunicationComputer SkillsCustomer ServiceDecision MakingDependability Initiative Problem Solving Productivity Self-MotivatedSense of Urgency Teamwork Work Environment & Physical DemandsThe 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 timeThis role routinely uses standard office equipment such as computers, phones, and printers/scannersThe 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 environmentThe noise level in the work environment is usually moderate to loud if employee wished to be in officeDirect Reports - None

Created: 2025-02-06