Account Support Representative

Advanced Oxygen Therapy; United States; On-site; USD 31,684 - 34,440; Full time

Benefits offered by this job

Full benefits with company-sponsored stipend

401(k) with company match

Paid vacation and sick time

Job summary

Advanced Oxygen Therapy is looking for an Account Support Representative based in Brooklyn or Queens, NY. This full-time, field-based role involves managing product delivery and supporting patients with their therapy.

The ideal candidate will have experience in customer service and must be bilingual in English and either Cantonese, Mandarin, or Russian. The position offers a variety of benefits, including health insurance and a 401(k) match.

Qualifications

• 3+ years of related experience or equivalent education.
• Reliable transportation for equipment delivery and pickup.
• Experience in a customer-facing role preferred.

Responsibilities

• Manage own schedule for product delivery and cleaning.
• Educate and motivate patients on TWO2 therapy.
• Collaborate with the Wound Care team for optimal patient therapy.

Skills

Bilingual communication (English and Cantonese, Mandarin, or Russian)

Customer service skills

Compassionate listening

Problem-solving skills

Attention to detail

Education

High school diploma or equivalent

Job description

Position Summary

Account Support Representative

Employment Type

Full‑time (field‑based role)

Territory

Brooklyn or Queens, NY (must reside in or near the assigned territory)

Compensation

Hourly Rate: $23.00 – $25.00

Benefits

• Full benefits with a company-sponsored stipend
• 401(k) with company match
• Company‑paid Basic Life, AD&D, Short‑Term, and Long‑Term Disability Insurance
• 11 paid holidays + 2 floating holidays
• Paid vacation and sick time
• Paid volunteer time off
• Employee referral bonuses
• Car allowance and fuel reimbursement
• Corporate discounts

Key Responsibilities

• Manages own schedule and performs product delivery, set up, pick up, and cleaning within the territory to maintain and optimize therapy effectiveness and equipment readiness.
• Provides patients with defined education and support.
• Motivates and supports patients in their utilization of TWO2 therapy through empathetic, personalized and goal‑oriented encouragement.
• Actively tracks and reviews patient therapy data collected through remote device monitoring systems or through manual monitoring of device hours.
• Consistently monitors patient engagement (as reflected by therapy utilization) and proactively interacts with patients to provide thoughtful encouragement, guidance and support.
• Utilizes motivational interviewing training provided by AOTI to help patients be fully engaged in their own healing.
• Collaborates with the Wound Care Consultant and Virtual Therapy Clinical Support team to ensure optimal therapy utilization and wound progress, incorporating relevant insights gained from patient interactions.
• Identifies potential therapy issues and escalates to the Wound Care Consultant and Virtual Therapy Clinical Support team in real time.
• Utilizes the AOTI provided wound imaging platform to document wound progress.
• Utilizes the AOTI provided phone and messaging app for calls and text messaging with patients.
• Help coordinate paperwork and patient consent forms as needed with the patient, WCC, and customer service teams to ensure patient’s access to therapy.
• Communicates effectively across departments and teams.
• Maintains proper levels of equipment and consumable stock.
• Ensures proper functioning of equipment prior to and after patient placement and immediately reports any issues.
• Promptly and thoroughly completes equipment cleaning and maintenance procedures.
• Knowledgeably responds to patient queries about company products and services.
• Provides prompt, professional and courteous customer service.
• Additional tasks to be performed under the direction of the Wound Care Consultant and in collaboration with the Manager.
• Assists staff by capturing photographs of wound sites with measurement tools visible for documentation purposes.
• Coordinates product in‑service with healthcare staff on company equipment and supplies.
• Assists the Wound Care Consultant by attending local or regional conferences and exhibits, including handling setup and breakdown.
• Facilitates scheduling and communication for peer‑to‑peer review programs.
• Demonstrates flexibility and availability to work extended hours as needed, particularly during peak periods such as month‑end or some weekends.

Qualifications & Skills

• High school diploma or equivalent.
• Experience: 3+ years of related experience or an equivalent combination of education and experience.
• Previous experience in a patient‑centered or customer‑facing role preferred.
• Reliable transportation to deliver and pick up equipment.
• Ability to safely transport equipment in an enclosed vehicle environment.
• Candidates must be bilingual, with fluency in English and at least one of the following: Cantonese, Mandarin, or Russian.
• Compassionate and empathetic listening skills focused on patient‑centered care.
• Active engagement in conversations with clients and patients, including educating them on products and user guides.
• Professional presentation of oneself and the company.
• Attention to detail in all tasks.
• Strong problem‑solving skills for effective troubleshooting.
• Interpersonal and customer service skills essential for client interactions.

Physical Demands

• Occasionally required to sit.
• Occasionally required to walk.
• Occasionally required to use hands to finger, handle, or feel.
• Occasionally required to reach with hands and arms.
• Occasionally required to talk or hear.
• Occasionally required to bend, lift, or climb.
• Occasionally required to lift light weights (less than 25 pounds).
• Occasionally required to lift moderate weights (25‑50 pounds).
• Occasionally required to lift heavy weights (50 pounds or greater).
• Finger dexterity required.
• Hand coordination required.
• Specific vision abilities required for this job include close vision, distance vision, and the ability to adjust or focus.

Work Environment

• Exposure to adverse conditions.
• Exposure to moving mechanical parts.
• Exposure to high, precarious places.
• Exposure to outside weather conditions.
• Exposure to fumes or airborne particles.
• Possible risk of electrical shock.
• Protective clothing or equipment is required including gloves, cover shoes, protective eyewear.

Equal Opportunity Employer

Advanced Oxygen Therapy, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.