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Sales Support Representative

Koya Medical, a privately held company founded in 2018, is a transformative healthcare company developing breakthrough treatments for venous diseases and lymphedema to enable joint contractions, patient mobility, and personalized care that is unavailable with traditional compression therapy. Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.

About Koya Medical

Description

Position Summary

The Sales Support Representative plays a critical role in enabling the sales team to efficiently process and close orders for the Company’s flagship Dayspring® active compression system delivered to patients’ homes. The candidate will be a responsible for supporting the Koya Medical Sales Team throughout the entire order process, including gathering, verifying, and coordinating all required documentation and information needed to ensure timely order fulfillment, insurance compliance, and exceptional patient service. The SSR will be responsible for obtaining documents by calling (inbound and outbound), emailing and efaxing clinics, clinicians, and patients. This role may also be responsible for patient follow up, lead qualification, document review, document processing and insurance benefit investigation.

The candidate for this role must be located within the Pacific Time Zone or willing to work 8:00 AM – 5:00 PM Pacific.

Candidate must be a strong team player, agile learner, and self-motivated. They must deliver the essential job responsibilities, but also have the drive and talent to grow the role and grow with the company as it scales. The job requires strong customer service, organizational, and (oral and written) communication skills. The candidate must also be confident and resourceful when faced with challenges related to a dynamic and fast-growing company.

Essential Duties and Responsibilities

Serve as a primary support partner to sales team and internal intake teams
Serve as an intermediary between sales and intake to ensure timely collection and verification of all necessary documentation required to process orders, including:

o Patient demographics and contact information

o Insurance coverage and eligibility

Physician orders and supporting clinical documentation
Coordinate with the sales team, healthcare providers, referral sources, and patients to obtain missing or incomplete information
Ensure all orders meet payer, regulatory, and company compliance standards prior to closing
Communicate order status updates to sales representatives and escalate issues as needed
Collaborate with intake, billing, and fulfillment teams to ensure seamless order

processing

Maintain accurate and up-to-date records (including patient protected health

information) in CRM (SalesForce.com) and other internal systems

Identify and resolve order-related issues that could delay processing or delivery
Support sales team productivity by reducing administrative burden and improving turnaround times
Contribute to process improvement initiatives to enhance efficiency and customer experience
Maintains a working knowledge of third-party payer guidelines as outlined in the

Company’s Payer Library to support the Reimbursement Operations team who handles insurance authorizations.

Knowledgeable of compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse, HIPAA, TJC and other federal/state regulatory requirements. Brings any questions or concerns regarding compliance to the immediate attention of administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.

Education, Experience & Training:

Bachelor’s degree preferred
At least 4 years of experience in sales support, customer service, healthcare

administration, or DME industry preferred

Experience working with insurance verification, medical documentation, or order processing is a plus

Knowledge, Skills & Abilities:

Strong attention to detail and accuracy
Excellent organizational and time management skills
Effective communication, relationship building, and interpersonal abilities
Ability to work in a fast-paced, deadline-driven environment
Problem-solving mindset with a proactive approach
Proficiency in CRM systems and Microsoft Office
High ethical standards

Key Performance Indicators (KPIs)

Order accuracy and completeness rate
Order volume (aligned with sales team quotas)
Turnaround time from order receipt to closure
Reduction in order delays due to missing information
Sales team satisfaction and responsiveness
Compliance with payer and regulatory requirements

Work Environment

Home-based work environment
Frequent communication with internal teams, healthcare providers, and patients
Requires handling sensitive patient information in compliance with HIPAA regulations

Physical Functions and Work Environment

The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work. Duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Koya Medical, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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