Customer Service Representative

Responds to inquiries from customers, prospective customers and third parties regarding specific account inquiries, product offerings and general questions regarding the sales and service of CPAP machines. Document customer interactions by maintaining accurate notes in the Customer Relationship Management (CRM) system, ensuring customer history database integrity. Educates first-time users on Sleep Apnea, CPAP machines and user resources and online self service tools. Trouble shoots customer issues regarding CPAP machines and therapy data. Ability to identify sources of problems and provide an effective resolution. Proactively recommends services and solutions that will improve the customer’s quality of life. Uses, protects, and discloses protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards. Maintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity. Consistently strive to provide one call resolution.

Monitored accounts to identify overdue payments. Finding and contacting debtors to arrange debt payoffs. Keeping accurate records and reporting on collection activity.

Maintained all collection activities for government payers and managed care, and obtained payments by contacting insurance carriers regarding accounts not paid within a predetermined time.