[Hiring] Sales Support Representative @Koya Medical, Inc.

Role Description

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 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.

• 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:
  • Patient demographics and contact information
  • 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
• Maintain 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

Qualifications

• 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

Requirements

• 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

Benefits

• Base + bonus compensation package
• Competitive benefits program

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.

• Regularly required to talk or hear
• Frequently required to use hands or fingers; handle or feel objects, tools, or controls
• Occasionally required to stand; walk; sit; and reach with hands and arms
• Must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus
• 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.