Position Summary
This role is responsible for delivering high-quality customer support across multiple channels, serving as the first point of contact for inquiries while assisting with orders, troubleshooting basic issues, and identifying sales opportunities. The position ensures accurate processing, resolves customer concerns, and escalates more complex issues to maintain a positive customer experience.
Let’s talk about Responsibilities
Communicate with customers daily via phone, email, chat, or social media before and/or after a sale
Support patients with therapy-related questions, adherence information, and equipment or supply orders
Process and manage customer orders for medical supplies and equipment
Create, update, and maintain accurate customer account records
Track deadlines and manage tasks using internal, web-based systems
Collaborate with cross-functional teams (operations, billing, warehouse, clinical) to support customer needs
Build and maintain positive customer relationships that support retention and revenue growth
Identify and support service and sales opportunities during customer interactions
Document all customer interactions, technical issues, and resolutions in ticketing or note systems
Provide updates, reporting, and performance metrics to the management team as required
Perform general administrative and clerical support tasks as part of daily operations
Follow established processes and procedures with a high degree of accuracy and consistency
Communicate with team members, stakeholders, patients, clinical staff and doctors' offices
Let’s talk about Qualifications and Experience
Education
Experience
At least 1+ year of customer service experience required; healthcare industry experience is a plus
Strong verbal and written communication skills in English
Bilingual (Spanish) proficiency highly preferred
Ability to remain calm and professional under pressure, demonstrating empathy in customer interactions
Proven ability to manage multiple priorities in a fast-paced environment
Proficient with technology, including web-based tools and platforms such as SharePoint and Microsoft Office
Strong attention to detail with excellent organizational skills
Ability to follow established processes and procedures with accuracy and consistency
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
