Description
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.



CORE RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 BetterNight’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
QUALIFICATIONS & SKILLS

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. 



BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).