Customer Experience Specialist - Resupply

• Provide accurate, adaptable, and efficient prescription processing
• Place orders
• Handle backorder fulfillment, shipping discrepancies, customer returns, and customer inquiries
• Set up new accounts, document service requirements, maintain other records, and prepare customer required reports
• Interface with customers/patients, health care teams, insurance representatives, account executives or other internal departments related to completing a resupply request for respiratory equipment
• Quickly and accurately identify and assess individual customer needs, determining appropriate action
• Deliver front-line phone, email, system dashboard support on resupply products, explaining to customers what is needed
• Learn ongoing system support for Respiratory Health insurance and payer changes
• Properly identify resupply types for correct billing, collaborating with the internal billing teams
• Utilize multiple systems, investigation techniques, and problem-solving skills to attempt to first-time resolution on each request
• Employ detail-oriented processes, adhering to prescription and insurance requirements, in multiple systems to process new requests, route, track, retrieve, and maintain proper information
• Responsible for proactive calling for certain device resupply needs
• Establish rapport over the phone quickly, and remain positive and upbeat
• Responsible for timely and accurately processing of complaints received from patients/caregivers

• Hign School Diploma
• 3+ years of progressive experience in a customer service role
• healthcare/medical field desirable
• TIMS, JD Edwards or other third-party billing system experience preferred.
• Experience with Microsoft Office
• Digital Literacy
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time

Spanish-speaking skills a plus

• Medical and dental coverage that start on day one
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP)
• 401(k) Retirement Savings Plan (RSP)
• Flexible Spending Accounts
• Educational assistance programs
• Paid holidays
• Paid time off ranging from 20 to 35 days based on length of service
• Family and medical leaves of absence
• Paid parental leave
• Commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits