REMOTE Customer Service Representative - Epoch Sleep Centers

Come be a part of the future of Sleep Medicine! Join our Epoch team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.

We’re looking for a Customer Service Representative – Scheduler to deliver excellent service and assistance to our valued patients. This is a remote position open to candidates based near the Lincoln, RI, Dartmouth, MA, or Leominster, MA areas.

The Customer Services Representative - Scheduler is responsible for handling high volumes of inbound/outbound calls for scheduling and customer service. This position will be responsible for scheduling patient appointments which include CPAP set ups and sleep studies. The expectation of this position is to provide a first-class service experience, with every patient and/or physician interaction.

• Manage a large volume of inbound and outbound calls and consistently hit set KPI's
• Verify order type and all financial notes prior to scheduling patients
• Schedule patient appointments and ensure all appointments are added to the internal schedule
• Verify that patient data is entered correctly when speaking with the patient and update any missing or incorrect information
• Provide patients with consultation information if consult has been ordered in conjunction with the service
• Update patient credit card information in AR Dashboard
• Inform patient of financial responsibility including co-pays, deductibles, fees around failure to return device in timely manner, returned unused device and missed appointments without cancellation
• Completing phone triage, answering basic information on products and services; transferring to other staff members as needed
• Update intake status workflow as needed
• Complete daily tasks, return phone calls and patient requests in a timely manner
• Participate in improving Organization Performance process as needed, meeting monthly team goals
• Ensure patient questions, requests are followed through on and given to the appropriate team members
• Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times
• Ability to work in a team setting
• Occasional onsite work may be required

Qualifications & Skills

HS, GED or equivalent required. 1 to 3 years’ experience in a busy call center providing customer service and scheduling preferred. Experience in healthcare medical office or DME preferred. Must be able answer calls coming into the call center and to make outbound calls to patients. The ability to work in fast-paced environment with a drive to exceed patient expectations is required. Must have the ability to prioritize and adapt to varying workload. MS Office, teams and EMR (Brightree) experience strongly desired. Must reside in the Lincoln, RI, Dartmouth, MA, or Leominster, MA areas to be considered.

Medical, Dental, Vision, Sick, Holiday & Vacation time off

$20.00 - $25.00 / hour DOE

BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. MGL Ch.149, Section 19B.