Patient Success Representative Job at ResMed

Job Description

The Patient Success Representative will make and receive follow-up calls to and from medical equipment patients. Calls are patient follow ups for solicitation of resupply of existing products. Candidates must have experience providing customer service via phone, strong attention to detail and the ability to utilize multiple computer applications while providing best in class customer service. A successful candidate must be able to convey information to patients in a clear and concise manner and be able to navigate simple software programs. In this role you can expect to work a 40-hour work week with shifts on Monday to Friday, between the hours of 7 am and 9 pm CST (8 hr. shift per day). Your schedule will include 2 paid 15-minute breaks as well as 30 minutes unpaid lunch.

Job Responsibility

Managing inbound and outbound phone calls, responding to follow-up emails, and engaging in chat support
Serving as the primary contact for order placements and general inquiries
Completing tasks accurately and within established timelines
Collaborating with internal and external teams to resolve issues effectively
Proactively monitoring key performance indicators to meet departmental goals
Achieving quality assurance standards
Maintaining service levels and adhering to scheduled commitments
Working independently while following departmental procedures
Meeting minimum internet speed requirements and ensuring a HIPAA-compliant environment
Providing exceptional customer service
Effectively multitasking and managing multiple accounts or clients
Engage in phone-based communication daily on a set schedule with minimal flexibility for the entirety of your shift

Requirements

High school education required
1 year of customer service experience
1 year of sales experience required
Must have access in the remote working environment where you can hard-wire ethernet connection that runs an 20 upload and 30 download speed
Hardwire Internet Connection (at the start of employment)
Must be a self-starter who can troubleshoot challenges on the fly
Strong communication skills on the telephone
Excellent written communication skills
Ability to multi-task in a fast-paced environment
Ability to work independently
Ability to make twenty to twenty-five calls per hour

Nice to have

Associate's degree and/or college coursework preferred
Call center experience preferred
Bilingual Spanish speaking is a plus

What we offer

Medical
dental
401K
employee stock purchase plan
Equipment is also provided
comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
Paid Time Off (PTO)
11 paid holidays plus 3 floating days
eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

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Patient Success Representative

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