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Customer Engagement Specialist - Telesales (Clearwater)
Customer Engagement Specialist - Telesales (Clearwater)ROM Technologies, Inc. • Clearwater, FL, United States
Customer Engagement Specialist - Telesales (Clearwater)

Customer Engagement Specialist - Telesales (Clearwater)

ROM Technologies, Inc. • Clearwater, FL, United States
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ROMTech is now looking for outgoing and driven Customer Engagement Specialists (CESs) to join our fast-growing team! This is a forward-facing and high-volume outbound calls position. Our CESs support patients prescribed our device by delivering a high-quality, concierge-level experience from first contact through successful treatment engagement. As a CES, you'll play a critical role in patient education, resolving billing and insurance inquiries, coordinating device logistics, and ensuring a smooth, supportive journey across departments.

Please note this is an onsite (Clearwater, FL) $24 / hr position with an uncapped commission structure . The schedule is Monday-Friday, 9am-5 : 30pm.

Responsibilities :

  • Serve as the first point of contact for orthopedic and cardiac patients once the device is prescribed.
  • Proactively call patients (100-150 a day) on company-provided lists which include names, contact numbers, eligibility, etc. Introduce the device and explain its clinical benefits and functionality.
  • Build rapport through compassionate and persuasive communication, effectively addressing hesitation or concerns.
  • Assist with insurance verification, billing questions, and prior authorization issues; provide support in navigating financial assistance if applicable.
  • Manage inbound and follow-ups to secure patient commitment and schedule next steps.
  • Work cross-functionally with sales, logistics, billing, clinical, and customer service teams to ensure a seamless and satisfying patient journey.
  • Re-engage patients who have stalled in the onboarding or treatment process through strategic outreach.
  • Educate patients on the importance of consistent device use, adapting messaging to the patient's understanding and readiness.
  • Meet or exceed performance metrics related to dials, conversions, and patient satisfaction.
  • De-escalate calls as needed.
  • Additional tasks as assigned.

Requirements :

  • 1+ years in telesales or call center experience, preferred.
  • 1+ years in customer facing roles, preferred.
  • Experience handling insurance or billing-related inquiries is a plus.
  • Proficient in Microsoft 365, CRM / EMR platforms.
  • Familiarity with medical terminology or healthcare workflows is a strong plus.
  • Proven ability to persuade, motivate, and communicate clearly.
  • Ability to translate complex clinical or technical information into patient-friendly language.
  • Comfortable working in a fast-paced, goal-driven environment.
  • Confident in cold calling and converting hesitant patients.
  • Thrive in a metrics-based culture and enjoy being part of a collaborative team.
  • Empathetic, resilient and professional in all patient interactions.
  • Excellent phone etiquette and written communication skills.
  • Detail-oriented, organized, and tech-savvy.
  • Ability to follow company policies and procedures consistently.
  • Ability to sit at a computer terminal for an extended period.
  • Moderate noise (i.e., phone calls, online meetings, computer audio)
  • While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
  • Specific vision abilities required by this job include close vision requirements due to computer work.
  • Regular, predictable attendance is required.

    • 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. Reasonable accommodation requests must be made in writing by emailing people@romtech.com.

    We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.

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    Engagement Specialist • Clearwater, FL, United States