Inbound Customer Service Representative; WFH

Sleep Therapy Inbound Customer Service Representative

We are seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in the Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. The primary responsibilities include new order intake and ensuring accurate product selection and utilization guidelines. The representative verifies and enters correct patient demographics, payer and physician information, and assists customers with basic sleep coaching, cleaning, and routine equipment maintenance.

The candidate is a product expert on various mask interfaces and assists with basic mask fit issues, serving as the first line of contact for CPAP resupply customers.

Mon - Fri 8:30am to 5:00pm. Work from home after successful completion of in‑office training and meeting performance expectations with management approval. Pay starts at $15.50 per hour, with a monthly bonus program offering potential unlimited earnings.

• Acts as patient advocate to resolve questions or concerns
• Collects patient source information and inputs data into e‑Intake
• Completes thorough verification for products and services
• Develops and maintains knowledge of Medicare, Medicaid, insurance regulations, FDA and JCAHO guidelines
• Maintains working knowledge of current products and services offered by the company
• Identifies and resolves problems in a timely manner
• Makes outbound calls as needed to collect patient data
• Manages all aspects of initial intake via high volume inbound calls
• Processes related patient paperwork when assigned
• Processes tickets to ensure timely fulfillment of product orders
• Maintains prompt and regular attendance
• Provides basic technical customer service assistance for CPAP equipment
• Provides education to patients and location employees on CPAP supplies
• Uses e‑Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Performs other duties as assigned

• Background check (company‑wide)
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
• Basic computer, internet skills and a typing test

• High school diploma or GED equivalent (required)

• Experience with medical equipment (preferred)
• Experience with medical billing practices and reimbursement (preferred)
• Experience in medical field and administrative record management (preferred)
• One year of related work experience (preferred)
• Knowledge of medical terminology (preferred)

• Accurately perform simple mathematical calculations
• Effectively communicate in English, both orally and in writing
• Interpret a variety of communications (verbal, non‑verbal, written, listening, visual)
• Maintain confidentiality, discretion, and caution when handling sensitive information
• Multi‑task with attention to detail
• Self‑motivation, organization, time‑management and deductive problem‑solving skills
• Work independently and as part of a team

• Email transmission and communication
• Internet navigation and research
• Microsoft applications:
  Outlook, Word, Excel
• Office equipment: fax machine, copier, printer, phone, computer and/or tablet

• Lifts and carries office equipment at times
• Requires sitting, walking, standing, talking, and listening
• Requires close vision to small print on computer and/or tablet and paperwork

• Generous paid time off and paid holidays
• Overtime pay for non‑exempt positions (as applicable)
• Commission for Account Executives
• Bonus and incentive opportunities
• Fixed and variable car reimbursement for Area Managers and Account Executives
• Car, mileage, and telephone reimbursement (as applicable)
• Employee discount and recognition programs
• Employee Assistance Program (EAP)
• 40…