Description

Essential Duties and Responsibilities:

• Achieve operational, financial, and cultural performance results as defined by the Company
• Positively contribute to the overall patient experience, with extensive focuses on the Company's PAP patient usage compliance and accessories replenishment goals:
  • Usage Compliance
    • Work to achieve Company goals, as well as individual goals defined by the Manager of Patient Engagement
  • Replenishment Initiative
    • Work to achieve Company goals, as well as individual goals established by Manager of Patient Engagement
  • Patient complaints
    • Reduce or eliminate patient complaints resulting from CROP processes
    • Communicate complaints to the Manager of Patient Engagement
  • Develop an acumen for populating reports in the Company's patient management software and using those reports to monitor and contact patients with a goal of encouraging usage and replenishment
  • Create a favorable experience for every single patient, retaining patients as long-term and/or repeat customers
  • Encourage high levels of equipment usage compliance for equipment where monitoring is an option through utilization of Patient Management Software reports
  • Grow Company patient base through utilization of patient management software reports
  • Ensure patients are enrolled timely in programs that allow the Company to monitor patients in the home regarding equipment usage, benefit, and progress
  • Utilize existing patient management software to directly contact patients,
    • such as Resupply calling, to ensure successful outcomes of those call programs.
  • Obtain strong and measurable consistency in the following categories:
    • patient equipment utilization
    • related patient interactions, and patient education
    • replenishment of accessories to established patients
  • Build strong relationships with peers and supervisors to help collaboratively achieve the desired outcomes.
  • Develop and maintain working knowledge of products and services offered by the company,
  • Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors
  • Responsible to perform other duties as assigned by management

Qualifications:

• High school diploma or equivalent
• Customer Service experience required
• Relevant healthcare or medical billing experience preferred
• May be required to obtain additional training, licenses or certifications, depending on job assignments
• Excellent communication skills, both written and oral are also required

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

PI279145317