Customer Success Representative

Customer Success Representative

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 possible.

Job Purpose : A Customer Success Representative is responsible for generating new business to the company by ensuring all accounts are managed with care and efficiency.

As a Customer Success Representative, 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 :

• 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
• Collects patient payments
• 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

Required Qualifications :

Required Skills :

Competencies :

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.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Direct Reports None

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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