PAP Troubleshooting Specialist

Join Our Team!

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-Time recipient of the North Coast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!

Competitive Pay

Advancement Opportunities

Medical, Dental & Vision Insurance

HSA Account w/Company Contribution

Pet Insurance

Company provided Life and AD&D insurance

Short-Term and Long-Term Disability

Tuition Reimbursement Program

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Social Recognition Program

Employee Engagement Opportunities

CALM App

401k (with a matching program) / Roth IRA

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

The PAP Troubleshooting Specialist is responsible for incoming phone inquiries related to PAP therapy, troubleshooting PAP devices and supplies, scheduling appointments with respiratory therapists, and working to ensure excellent customer service.

• Handles inbound patient calls, utilizing listening skills to ensure patient's needs and concerns regarding their equipment or services are addressed. Ensures that all requests are handled accurately and efficiently.
• Provide excellent customer service and handle all non-clinical PAP relating troubleshooting resolution.
• Perform all non-clinical processes for PAPs, including compliance downloads, data entry, scheduling, follow up and troubleshooting.
• Verify insurance coverage and previous DME history as required.
• Schedule patients needing appointments with Respiratory Therapists (RT) for mask refits, RT education, etc.
• Collect method of payment as required by MSC protocol.
• Effectively and efficiently answer compliance related questions from patients.
• Identifies complimentary products that may benefit the patient while providing additional information about the equipment.
• Contact appropriate parties to obtain any missing information as necessary.
• Input patient information and orders into system as necessary.
• Responsible for meeting metric standards set by Sleep Contact Center Manager to ensure success.
• Perform other duties as assigned.

• Graduate of an accredited high school.
• Minimum of 1 year of progressively responsible customer service experience.
• Customer oriented with excellent oral and written communication skills
• Pleasant personality with excellent phone and interpersonal and organizational skills (a team player)
• Ability to organize and coordinate multiple tasks
• Self Motivated/Team Player
• Works well independently and in a fast paced environment