Customer Success Representative

Equal Opportunity Employer/Disability/Veterans

This is a hybrid position 2x per week in one of the following offices: Worcester, Merrimack, Dartmouth 

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. 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.

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

 Competencies

• Adaptability 


• Analytical Skills


• Attention to Detail


• Communication


• Computer Skills


• Customer Service


• Decision Making


• Dependability 


• Initiative 


• Problem Solving 


• Productivity 


• Self-Motivated


• Sense of Urgency 


• 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 employee wished to be in office

Direct Reports – None 

Reliable Respiratory, INC participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.