Facility and Rep Experience Representative

The Opportunity

H-Wave is seeking a Facility and Rep Experience Representative to join our Customer Experience Team. This individual brings a strong foundation in customer service, ideally within the medical field or a call center environment. The ideal candidate is proactive, forward-thinking, driven, and has a proven track record of delivering exceptional and memorable customer experiences. This position serves as the primary point of contact between H-Wave sales representatives within an assigned region and the corporate office. Additionally, this position helps ensure that patient accounts requiring attention are addressed in a timely and efficient manner. Facility and Rep Experience Representative plays a key role in ensuring each interaction is handled with professionalism, empathy, and efficiency.

The Company 

H-Wave is the very best in drug-free pain relief and rehabilitation! Our team puts patient outcomes above all else, we treat customers and co-workers like family, and we’re passionate and “all-in” for what we get to do every day.

For over 40 years the H-Wave electronic stimulation device has been used to reduce medication usage, manage pain, and speed recovery from surgery or injury. We provide physicians in the worker's compensation, auto insurance, and personal injury markets with a more effective drug-free alternative; which helps their patients live a better life and improves the efficiency and success of physician offices with more satisfied patients.

When you join H-Wave, you become part of a tight-knit team dedicated to helping people live better lives while also supporting physicians in delivering top-tier care.

The Job

• Review H-Wave representatives’ reports, such as the Authorization Status report, and ensure that patient demonstrations are conducted in a timely manner.
• Respond to multiple representative inquiries regarding patients, doctors, and facilities, as well as respond to inquiries involving reporting such as Commissions reports inquiries
• Assist reps, if applicable, in creating documentation such as the patient information sheet and prescriptions to be signed by doctors for new patients
• Conduct weekly calls with reps to determine progress on accounts needing attention
• Assist reps in obtaining patient support requests
• Provide reps with in-house support and direct reps to appropriate departments
• Facilitate timely and proper handling of new accounts 

The Benefits

• Medical, Dental, Vision, and Life Insurance
• 401(k) matching up to 6%
• PTO
• Flexible Spending Account
• Pet Insurance

Requirements 

• Must be able to thrive in a fast-paced environment and provide clear, well-defined responses. 
• High School Diploma or GED required.
• Able to adapt to ever-changing requests from multiple departments. 
• Strong phone-handling skills and active listening abilities. 
• Excellent communication and presentation skills. 
• Customer service-oriented mindset. 
• High attention to detail and accuracy. 
• Demonstrates initiative and a strong service aptitude.