CPAP Support Agent

This employee works directly with customers to improve sleep therapy compliance and improve outcomes.

• Uses company resources, policies, and procedures to provide complete and accurate data
  • uses appropriate technologies and follows processes in accordance with company standards to ensure patient, location, and physician contact is handled with accuracy and operational effectiveness

JOB FUNCTIONS

• Establishes customer contact by initiating outbound calls via dialer and receiving inbound return calls to facilitate compliance usage of PAP device
• Assists customer through coaching of company's products by adequately assessing customer compliance, thoroughly explaining product benefits, and assisting with escalating communication to clinical staff as necessary
• Resolves customer concerns by providing appropriate information regarding products and services
• Records customer information and maintains database by obtaining, entering, and verifying required data
• Ensures quality service by following and adhering to departmental and company policies, procedures, and standards
• Provides customer follow up as required
• Contributes to departmental objectives by accomplishing required contact and compliance results

Education

• High School Diploma or General Education Degree (GED), required

Work Experience

• At least 1 year of experience in office setting, required
• Prior work experience on a computer, required

Knowledge, Skills, and Abilities

• Must have excellent telephone customer service
• Must be at least 18 years of age
• Medical industry background beneficial
• Must type at least 25-30 words per minute
• Must function in fast-paced environment