Customer Success Coordinator

Reliable Respiratory; South Windsor (CT); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Reliable Respiratory is seeking a Customer Success Coordinator to manage medical supply orders and respond to care-related questions. The role collaborates with referral sources, insurance companies, and internal teams to ensure accurate fulfillment and high service standards.

The position is hybrid, requiring onsite presence twice per week. Candidates should have Associate’s Degree and at least one year of customer service experience, with strong communication and problem-solving abilities.

Qualifications

• Associate’s Degree required.
• 1 year of customer service experience.

Responsibilities

• Identify opportunities to increase sales for assigned accounts while maintaining customer service.
• Process new and recurring orders via fax, phone, email, or in person per processing procedures.
• Handle communications from customers and referrals in a timely, professional manner.
• Verify insurance online or by phone and document information in EHR system.
• Obtain necessary insurance authorizations.
• Troubleshoot equipment issues with patients and route to care teams as needed.
• Understand insurance coverage and verify patient demographics and benefits.
• Upsell and increase orders through suggestive selling.
• Coordinate appointments between customers and respiratory staff.
• Comply with company policies and regulatory requirements.

Skills

Verbal Communication

Written Communication

Independent Work

Collaboration

Prioritization

Policy Adherence

Logistics Coordination

Upselling

Attention to Detail

Customer Service

English

Spanish Proficiency (preferred)

Education

Associate’s Degree

Tools

Microsoft Office Suite

Job description

Equal Opportunity Employer/Disability/Veterans

Customer Success Coordinator

This is a hybrid position onsite 2x per week

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 possibl

As a Customer Success Coordinator, 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

• Identify and capitalize on opportunities to increase sales for the assigned accounts while maintaining satisfactory customer service
• Process new and recurring orders via fax, phone, email, or in person in accordance with Reliable Respiratory’s processing procedures and guidelines
• Handle incoming communications from customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary
• Verify insurance online or by phone and documents information in Reliable Respiratory’s electronic health records system
• Obtain all necessary insurance authorizations
• Troubleshoot equipment issues with patients; triage issues to manufacturer’s care teams or referring doctors as needed
• Understand insurance coverage and allowable amounts; verify patient demographic information, insurance authorization, and benefit information-updating as needed
• Actively up sell and increase orders through suggestive selling techniques
• Ensure completion of worklists assigned
• Ensure patients understand cost responsibilities
• Coordinate appointments between customers and respiratory staff
• Participate in company phone campaigns
• Comply 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
• Associate’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
• Analytical Skills
• Attention to Detail
• Communication
• Computer Skills
• Customer Service
• Initiative
• Problem Solving
• Productivity
• 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

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.