Customer Success Representative

 This is an exciting opportunity to join our Team! 

This is a full time position, located in our South Portland office

About Reliable Respiratory

 Reliable Respiratory is a Durable Medical Equipment (DME) company that provides the highest quality level of service for patients in need of respiratory, diabetes, urology, and maternity support. Equipment provided includes, CPAPs, BiPAPs, AutoPAPs, nebulizers, oxygen equipment, ventilators, CGM devices, insulin pumps, and breast pumps. 

Each patient is treated with professionalism, understanding, and attentive service. We care about our customers, work closely with the medical community, and have highly skilled staff ready to assist customers in receiving the best care possible

A Customer Success Representative is responsible for working with insurance companies to obtain initial authorizations for Rental and purchased equipment. 

As a Customer Success Representative, you will work directly with insurance companies and third party teams to obtain prior authorization for the coverage of medical devices. This includes collaborating with insurance companies, and internal departments to ensure each step of fulfillment is met with efficiency and accuracy. 

Duties and Responsibilities

•    Facilitate process for requesting Initial Medical Authorizations for Commercial, Medicaid, and Medicare claims. This includes providing guidance to Physicians and patients regarding documentation required for payer coverage, supporting with appeals for denied claims and following up with payer to determine outcome

•    Build relationships and trust between insurance companies and Reliable Respiratory

•    Process new authorizations for medical equipment via fax, phone, email, or in person in accordance with Reliable Respiratory’s processing procedures and guidelines

•    Run regular reports to determine orders in need of initial authorizations

•    Handle incoming communications from insurance companies, customers and referrals in a timely, professional, and friendly manner, including walk-in patients as necessary 

•    Verify insurance online or by phone and documents information in Reliable Respiratory’s electronic health records system

•    Obtain all necessary insurance authorizations

•    Assists patients with questions or concerns regarding their account, i.e. billing, documentation requirements, and compliance requirements

•    Understand insurance coverage and allowable amounts; verify patient demographic information, insurance authorization, and benefit information-updating as needed

•    Ensure completion of worklists assigned 

•    Assist in the Daily Remote office responsibilities 

•    Comply with all policies and procedures established by the company and the company's regulatory bodies 

•    Perform other duties and special projects as assigned and directed

Required Qualifications

•    18 years of age or older

•    Must be eligible to work in the United States and not require work authorization from us now or in the future

•    Bachelor’s Degree required

•    1 year of customer service experience 

Required Skills

•    Effective and professional verbal and written communication abilities

•    Professional computer experience (especially Microsoft Office Suite)

•    Ability to work independently to investigate and make decisions

•    Ability to work in collaboration with others

•    Ability to prioritize and complete work amidst interruptions in a busy work area

•    Ability to comply with guidelines both internal and industry-imposed

•    Strong attention to detail 

•    Great customer service skills especially in high intensity situations

Competencies

•    Adaptability 

•    Analytical Skills

•    Attention to Detail

•    Communication

•    Computer Skills

•    Customer Service

•    Decision Making

•    Dependability 

•    Initiative 

•    Problem Solving 

•    Productivity 

•    Self-Motivated

•    Sense of Urgency 

•    Teamwork 

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•    While performing the duties of this job, the employee is regularly required to communicate and convey information with the appropriate parties. The job requires assuming a stationary position for long periods of time

•    This role routinely uses standard office equipment such as computers, phones, and printers/scanners

*As of December 1, 2021, all employees, including remote employees, as well as employees who enter Company office locations, attend Company events, travel for Company business, or conduct in-person meetings on behalf of the Company must be fully vaccinated, unless an exemption applies*

Reliable Respiratory, INC participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.