[Hiring] Medical Customer Success Representative @Reliable Respiratory

Role Description

The Medical Customer Success Representative plays an essential role in ensuring patients and referral partners receive timely, accurate, and compassionate support. In this position, you will work closely with customers, referral sources, insurance companies, and internal teams to make sure medical supply orders are processed correctly and that each patient’s needs are addressed with professionalism and care.

Key Responsibilities:

• Process new and recurring orders via fax, phone, email, or in person following company procedures
• Participate in outbound phone campaigns
• Handle incoming customer and referral communications professionally and promptly, including walk‑ins
• Verify insurance coverage online or by phone and document details in the electronic health record system
• Obtain required insurance authorizations
• Troubleshoot equipment issues and coordinate with manufacturers or referring clinicians as needed
• Confirm patient demographics, insurance authorizations, and benefit information
• Complete assigned worklists accurately and on schedule
• Collect patient payments and explain cost responsibilities
• Coordinate appointments between customers and respiratory staff

Qualifications

• Eligible to work in the United States without current or future visa sponsorship
• Bachelor’s degree required
• 3+ years of customer service experience in a high‑volume medical or healthcare setting
• Relevant internships, co‑ops, or clinical administrative experience may be considered
• Call center experience in a health care / medical setting strongly preferred
• Must be located in one of the New England states, New York, or Pennsylvania

Requirements

• Strong verbal and written communication
• Proficiency with computers and Microsoft Office
• Ability to work independently and make informed decisions
• Collaborative mindset and ability to work across departments
• High attention to detail
• Excellent customer service skills, especially in high‑intensity situations
• Fluent in English; Spanish proficiency preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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 remote role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• The employee is regularly required to communicate and exchange information with patients, referral sources, and internal team members through phone, email, and computer‑based systems.
• The position requires the ability to remain in a stationary position for extended periods while working at a computer.
• This role routinely uses standard home‑office equipment such as a computer, phone, headset, and printer/scanner (if applicable).
• Employees are expected to maintain a safe, private, and professional remote workspace that supports confidentiality and productivity.
• The work environment characteristics described here are representative of those encountered while performing the essential functions of this job in a home‑based setting.
• Noise levels may vary depending on the employee’s home environment, and employees are responsible for ensuring a workspace that allows them to perform their duties effectively.