Hybrid Customer Success Specialist

Reliable Respiratory; Beverly (MA); Hybrid; USD 34,000 - 49,000; Full time

Benefits offered by this job

Hybrid schedule

Job summary

Reliable Respiratory, a DME provider in Beverly, MA, seeks a Customer Success Representative to support medical supply orders and answer care-related questions. The role requires collaboration with referrals, insurance entities, and internal teams to ensure accurate fulfillment with excellent service.

The position involves handling orders, verifying insurance, and triaging equipment issues while maintaining strong customer relationships. This is a hybrid role with 2 days onsite weekly.

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.

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
• 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

Skills

Verbal Communication

Written Communication

Microsoft Office

Independent Work

Team Collaboration

Attention to Detail

Customer Service

Problem Solving

Decision Making

Initiative

Sense of Urgency

Time Management

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Job description

Reliable Respiratory, a DME provider in Beverly, MA, seeks a Customer Success Representative to support medical supply orders and answer care-related questions. The role requires collaboration with referrals, insurance entities, and internal teams to ensure accurate fulfillment with excellent service.

The position involves handling orders, verifying insurance, and triaging equipment issues while maintaining strong customer relationships. This is a hybrid role with 2 days onsite weekly.