Job description

POSITION SUMMARY

**Preferred candidates will live within 100-mile radius of Jackson, TN**

The Patient Engagement Specialist will be a part of a new team of therapy and outreach specialists. This team will monitor the Company’s sleep apnea patients’ use of a prescribed positive airway pressure device (PAP) and positively coach them into consistent, effective use of the therapy. The Team will also maintain an ongoing outreach program designed to retain compliant patients for ongoing replenishment of therapy accessories. This person must deliver exceptional customer service, and maintain polite, helpful, and professional interactions in all situations.

This position is a work-from-home position that reports directly to the Manager of Patient Engagement. These job responsibilities will be performed during the normal business hours of the Company (generally M-F, 8-5PM).

EXPERIENCE & EDUCATION

High school diploma or equivalent. Customer service experience required. Relevant healthcare or medical billing experience preferred. May be required to obtain additional training or licenses or certifications, depending upon job assignments. Position requires acceptable drug screen and background investigation; additional routine or random screening may be performed as deemed necessary by the Company.

SKILLS & ABILITIES

Commitment to service excellence and superior performance. Solid verbal and written skills. Proper phone and email etiquette. Manage time effectively. Able to multi-task and complete all assigned tasks at quality levels and within deadlines. Organized and structured in carrying out responsibilities. Professionally postured in both behavior and physical appearance. Strong interpersonal and communication skills; respectful and polite in all interactions. Efficient use of technology and software.

ESSENTIAL DUTIES & 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:

o Usage Compliance

§ Work to achieve Company goals, as well as individual goals defined by the Manager of Patient Engagement

o Replenishment Initiative

§ Work to achieve Company goals, as well as individual goals established by Manager of Patient Engagement

o 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,

o such as Resupply calling, to ensure successful outcomes of those call programs.

· Obtain strong and measurable consistency in the following categories:

o patient equipment utilization

o related patient interactions, and patient education

o 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

This job description is not intended to be a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Application Question(s):

• Do you live within a 100-mile radius of Jackson, TN?

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: Remote

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