Job Summary: Coordinates all aspects of customer service responsibilities and functions for the company by performing the following functions.

Essential Functions:

• Answer incoming telephone calls and addresses patient needs, including updating status in patient case, completing patient intake and troubleshooting basic product issues
• Respond promptly to incoming phone calls, addressing patient needs with professionalism and empathy
• Update patient records, case statuses, and intake information accurately
• Process inbound and outbound mail, including handling claim documentation and internal requests
• Support and participate in company-wide culture and engagement events
• Complete required training programs, including both in-person and e-learning modules
• Collaborate effectively with other team members, departments, and leadership
• Uphold company Mission, Vision, and Values in all interactions and tasks
• Perform other duties as assigned

Supervisory Functions: This job has no supervisory requirements or authority.

Job Requirements and Qualifications:

Education, Certificate and Licensure High school diploma or general education degree (GED); three years related experience and/or training; or equivalent combination of education and experience.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 10 pounds at times
• Ability to occasionally stand, walk, reach with hands and arms, and bend or stoop as needed
• Regular use of hands/fingers to operate computer keyboard, mouse, and office equipment
• Ability to see and read information on computer screens and documents

Other Requirements

• Must possess excellent verbal communication skills with the ability to multi-task and work independently
• Strong phone communication skills and the ability to manage a high volume of inbound calls daily
• Knowledge of insurance guidelines and DME experience a plus
• Must demonstrate proficient ability and practical knowledge of computers, software, and other office equipment
• Additionally, the applicant is expected to demonstrate the ability to quickly acquire knowledge of departmental program structure, policies and procedures.
• Must have the ability to demonstrate effective time management skills while working independently with minimal supervision.
• Must be able to understand and work with a variety of information and instructions, even when situations are not clearly defined, in order to identify problems, gather and analyze information, and make sound decisions.
• Must demonstrate proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgment, responsibility, and assumption for decisions, consequences, and results.