Client Service Representative - Inbound Phones

Full-time

We’re on the lookout for driven, patient-focused Client Service Representatives to join our REMOTE Call Center - seeking candidates for a variety of Pacific Standard Time Zone-based shifts! Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.

The Client Services Representative for Inbound Phones is responsible for answering a high volume of inbound calls, completing phone triage by answering basic information on services, devices, and appointments. The expectation of this position is to provide a first-class service experience, with every patient and/or physician interaction.

• Efficiently and effectively manages a high volume of inbound calls
• Identifies patient urgency and routes patient requests to appropriate staff
• Participate in managing ACD group voicemail and delivers messages to appropriate party in a timely fashion
• Completes outbound call backs
• Responds to patient records requests
• Informs patients on what to expect during their appointments and provides basic education on company services
• Receive and respond to patient calls or chats guiding the patient through web-based software to therapeutic outcomes
• Ensure all area related price quotes given to customers/patients are appropriate and meet current company pricing policy.
• Explain copays and insurance coverage to patients as necessary and takes payments by phone
• Review patient records and files for accuracy and for compliance with Better Night’s policy and procedures
• Acts as a resource (identify problems and provide solutions, implementing procedures as needed) for respiratory and all other equipment (indications, operation, maintenance, etc.)
• Take calls per the required On-Call schedule, including answering any message within 30 minutes
• Assist in facilitating non-contracted Patient return of devices i.e. contacting patient and scheduling
• With guidance from leadership, become proficient in explaining patient diagnosis and provide general information on services and products
• Creates orders as necessary
• Explain financial information as necessary
• Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times
• Serves as a liaison between patient and other members of the healthcare team, as required
• Assist with scheduling as needed

• Previous experience in a remote, busy call center within the DME or healthcare space is preferred
• Ability to handle a large volume of calls and solve patient issues quickly and efficiently
• Strong oral and written communication and problem-solving skills is required
• Strong commitment to patient care, customer service, friendly, helpful and caring nature is required
• Ability to de-escalate situations over the phone
• HS diploma or equivalent required
• 6 months to 2 years’ experience in customer service, administration or reception required
• Experience in Healthcare industry preferred
• Bilingual/Spanish preferred
• Must be able to work standard business hours in Pacific Standard Time Zone (California time). Shifts will be assigned in Pacific Standard Time (PST) Zone.

Full-time employees would be eligible for various health benefits including Medical, Dental, Vision coverage, as well as access to 401(K) retirement account, and paid Holiday, Sick, & Vacation time off.

Better Night is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation,…