CPAP Support Agent

Lincare Holdings; Clearwater (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Lincare Holdings seeks a customer service representative to improve sleep therapy compliance and outcomes by engaging customers directly. You will initiate outbound calls, coach users on PAP devices, and escalate complex matters to clinical staff when needed.

The role requires strong telephone service, data entry accuracy, and adherence to company policies in a fast-paced environment.

Qualifications

• Must have excellent telephone customer service.
• Must be at least 18 years of age.
• Medical industry background beneficial.
• Typing speed of 25–30 words per minute.

Responsibilities

• Establishes customer contact by initiating outbound calls via dialer and receiving inbound calls to facilitate compliance usage of PAP devices.
• Assists customers through coaching of company products by adequately assessing customer compliance and explaining product benefits.
• Resolves customer concerns by providing information regarding products and services.
• Records customer information and maintains database by entering and verifying required data.
• Ensures quality service by following department and company policies, procedures, and standards.
• Provides customer follow up as required.
• Contributes to departmental objectives by achieving required contact and compliance results.

Skills

Telephone customer service

Typing 25-30 wpm

18+ years old

Medical industry experience beneficial

Education

High School Diploma or GED

Job description

This employee works directly with customers to improve sleep therapy compliance and improve outcomes.

• Uses companyresources, policies, and procedures to provide complete and accurate data
  • uses appropriate technologies andfollows processes in accordance with company standards to ensure patient, location, and physician contact ishandled with accuracy and operational effectiveness

JOB FUNCTIONS

• Establishes customer contact by initiating outbound calls via dialer and receiving inbound return calls tofacilitate compliance usage of PAP device
• Assists customer through coaching of company's products by adequately assessing customer compliance,thoroughly explaining product benefits, and assisting with escalating communication to clinical staff asnecessary
• Resolves customer concerns by providing appropriate information regarding products and services
• Records customer information and maintains database by obtaining, entering, and verifying required data
• Ensures quality service by following and adhering to departmental and company policies, procedures, and standards
• Provides customer follow up as required
• Contributes to departmental objectives by accomplishing required contact and compliance results

Education

• High SchoolDiplomaor General Education Degree (GED), required

Work Experience

• At least 1 year of experience in office setting, required
• Prior work experience on a computer, required

Knowledge, Skills, and Abilities

• Must have excellent telephone customer service
• Must be at least 18 years of age
• Medical industry background beneficial
• Must type at least 25-30 words per minute
• Must function in fast-paced environment