Location: Remote or Onsite
Contract length: 6 months, then conversion
Schedule: Fulltime, M-F
Pay: $16 to $17/hr, DOE
Job Overview:
Practice Support agents assist customers and patients via telephone and give clear instructions on the use of the website tools and upload processes of the testing devices. This position is responsible for training our DME customers on how to maneuver in the website and resolve any uploading data issues as they arise, as well as assisting our Physician office with patient and order issues that may arise. This position will provide customer service and support to the fullest satisfaction of the customer or user.
Job Responsibilities:
- Answers inbound calls, assisting customers with questions regarding the website tools and uploading process for testing devices.
- Answers overflow of scheduling calls, using the required applications.
- Investigates and corrects failed fax numbers for physicians.
- Works incomplete orders, physician updates, and failed faxes.
- Troubleshooting uploading issues for Overnight Pulse Oximetry tests.
- Process and validate test orders received when needed, using the required applications.
- Assists in cross-training co-workers from other departments for customer service
- Resolving problem faxes received
- Working all items received in the assigned shared folder for the department
- Other duties as assigned
Knowledge, Skills, & Abilities:
- Proficient in MS Internet Explorer, Excel and various MS Office programs.
- Strong knowledge of Oximetry and Sleep testing equipment and process.
- Excellent call quality.
- Excellent phone manner
- Organizational skills, detail-oriented, and ability to multi-task.
- Excellent production abilities.
Required Qualifications:
- High school diploma or equivalent
- A minimum of at least one (1) year of Customer Service/support and training experience is preferred
- All employees must maintain a neat, clean, and well-groomed appearance per standards.
Physical Demands:
- Must be flexible in terms of working hours to meet the requirements of the position.
- Must be able to lift up to 35 pounds.
- Must be able to sit and/or stand for a minimum of 8 hours per day.
- Must be able to speak clearly on the telephone.
- Ability to sit at a desk and work on a computer as needed
- Must be able to stand and exert well-paced mobility for up to 4 hours in length.
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