Experienced Full Stack Customer Service Representative – Sleep Therapy Inbound Call Center Operations and Patient Engagement

About blithequark

blithequark is a national leader in providing high-quality medical products, services, and outstanding customer care across the United States. With hundreds of locations across 45 states, we help patients lead more comfortable and productive lives by keeping them engaged in their care and empowering them to manage their health and treatment at home. Our comprehensive range of products and services includes ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment.

Join Our Team as a Customer Service Representative

We are seeking a dedicated and compassionate Customer Service Representative to join our Sleep Central Inbound Call Center in our Murray Operations division. As a key member of our team, you will serve as the first line of contact for CPAP resupply customers, providing exceptional customer service, support, and education on sleep therapy products and services.

Overview and Responsibilities

As a Customer Service Representative, you will be responsible for:

• Serving as the primary point of contact for CPAP resupply customers, addressing their questions and concerns in a timely and professional manner.
• Performing tasks related to CPAP resupply, including new order intake, product selection, and utilization guidelines.
• Verifying and entering accurate patient demographics, payer, and physician-related information.
• Providing basic sleep coaching, reinforcement of cleaning and routine equipment maintenance, and product expertise on various mask interfaces.
• Assisting customers with basic mask fit issues and providing education on CPAP supplies.
• Managing all aspects of initial intake via high-volume inbound phone calls, ensuring accurate and efficient data entry.
• Processing related patient paperwork and tickets to ensure timely fulfillment of product orders.
• Maintaining confidentiality and practicing discretion and caution when handling sensitive information.

Essential Duties and Responsibilities

In addition to the responsibilities mentioned above, you will also be responsible for:

• Acting as a patient advocate to resolve questions or concerns.
• Collecting patient and source information and inputting data into e-Intake.
• Completing thorough verification for products and services.
• Developing and maintaining a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines.
• Developing and maintaining working knowledge of current products and services offered by blithequark.
• Identifying and resolving problems in a timely manner.
• Making outbound calls as needed to collect patient data.
• Processing tickets to ensure timely fulfillment of product orders.
• Providing prompt and regular attendance.
• Providing basic technical customer service assistance for CPAP equipment.
• Using e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input.
• Performing other duties as assigned.

Qualifications

To be successful in this role, you will need:

• A high school diploma or GED equivalent.
• One to three years of related prior work experience in a team-oriented environment.
• Experience in the medical field and administrative record management.
• A strong customer service background.
• Basic computer and internet skills, with proficiency in Microsoft applications, including Word and Excel.
• A valid driver's license in your state of residence with a clean driving record (when applicable for the position).

Skills, Knowledge, and Abilities

We are looking for a candidate with:

• Excellent communication skills, both oral and written, with the ability to effectively communicate with physicians, employees, and patients.
• A helpful, knowledgeable, and polite demeanor, with a positive attitude.
• The ability to interpret a variety of instructions in various communication mediums.
• Knowledge of billing reimbursement and insurance policies and requirements (preferred).
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME).
• Knowledge of medical billing practices (preferred).
• The ability to maintain confidentiality and practice discretion and caution when handling sensitive information.
• Medical terminology knowledge.
• Multi-tasking and attention to detail skills.
• Self-motivation, organization, time-management, and deductive problem-solving skills.
• The ability to work independently and as part of a team.

Physical Demands

This role requires:

• Lifting a minimum of 10lbs.
• Prompt and regular attendance.
• Close vision to read small print on computers and paperwork.
• Sitting, walking, standing, talking, or listening.

Machines, Equipment, and Technical Abilities

You will be working with:

• Email transmission and communication.
• Internet navigation and research.
• Microsoft applications, including Word and Excel.
• Office equipment, such as fax machines, copiers, printers, phones, and computers.

What We Offer

At blithequark, we offer a comprehensive benefits package, including:

• 401k.
• Medical, dental, and vision insurance.
• Life insurance and disability.
• Generous paid time off and paid holidays.
• Employee discount program.
• Employee recognition program.
• Bonus and incentive opportunities.
• Mileage reimbursement (when applicable for the position).
• Telephone reimbursement (when applicable for the position).

Work Environment and Company Culture

At blithequark, we pride ourselves on a culture of excellence, compassion, and teamwork. Our employees are our greatest asset, and we strive to create a work environment that is supportive, inclusive, and rewarding. We offer opportunities for professional growth and development, and we encourage our employees to take ownership of their work and make a positive impact on our patients' lives.

Career Growth Opportunities and Learning Benefits

We believe in investing in our employees' growth and development. We offer training programs, mentorship opportunities, and career advancement possibilities to help you achieve your goals. Our employees have the opportunity to develop new skills, take on new challenges, and advance in their careers.

Compensation and Perks

We offer a competitive salary and benefits package, including a starting salary of $15.50 per hour, plus a monthly bonus program with potential unlimited earnings. We also offer flexible work arrangements, including the opportunity to work from home after successful completion of in-office training and meeting expectations with management approval.

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Apply Now