CPAP Resupply Representative

Come be a part of the future of Sleep Medicine! Join our remote Growth and Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.

The CPAP Resupply Representative supports new and existing patients throughout their resupply journey by coordinating CPAP supply needs, resolving service issues, and ensuring a high-quality, seamless experience across multiple channels. This role focuses on assisting patients via email, chat, outbound phone calls, and assigned shared spreadsheet workflows. The representative manages resupply needs for capped rental agreements, cash-pay patients, and new clients, while also serving as a key point of coordination for escalations related to our primary outsourced resupply partner, service failures, and returns or exchanges. 

The expectation of this position is to consistently deliver a first-class patient experience through accurate, timely, and compassionate support, while exercising sound judgment and independence when managing complex resupply scenarios. CPAP Resupply Representatives are expected to serve as CPAP Supply subject matter experts for the patient, providers and internal staff and should be able to carry out assignments without detailed instruction or guidance. They are expected to handle more complex situations when assisting with patient escalations. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ensures resupply partner orders are flowing smoothly, resolves any order errors as needed and communicates training and development needs to our resupply vendor partner 
• Works with the manager to streamline processes and gives suggestions for improvement 
• Assists with implementing changes in the department as instructed by the manager 
• Consistently achieves the KPI for the role and completes assigned work timely 
• Answers emails from customers, responds to escalations and makes outbound to clients, physicians, insurance representatives and general public in a friendly, professional, and timely manner 
• Provides consistently excellent customer service and client coaching to improve adherence to therapies, encourage resupply orders and promote BetterNight as a world class health care organization 
• Provides general information and education to clients regarding Sleep Apnea, CPAP, BetterNight’s products and services, and other issues related to their care 
• Responsible for reading client history and notes, and ensure clients are followed throughout their services with BetterNIght 
• Serves as a liaison between clients and other members of the healthcare team, escalating any issues in an appropriate and timely manner, as required 
• Promotes BetterNight’s products and/or services to clients, healthcare organizations, businesses and general public 
• Schedules for client therapy, sleep studies and consults as needed 
• Provides financial notifications to clients as needed 
• Collect copays when necessary 

 QUALIFICATIONS 

Strong commitment to client care, friendly, helpful and caring nature is required. Strong level of product knowledge is required. Must be able to work standard business hours in Pacific Standard Time Zone (California time). Shifts will be assigned in Pacific Standard Time Zone. For example, a Mississippi employee may start at 10:00 am for an 8:00 a.m. Pacific Standard Time shift.

EDUCATION and/or EXPERIENCE

HS degree or equivalent required. 2-3 years’ experience in customer service or inside sales environment, preferably in a call center environment. Experience in DME, CPAP Supplies or health care industry preferred 

This is a fully remote role, $18.00 - $22.00/hour, depending on experience 

Benefits include: Medical, Dental, Vision, Vacation, Sick time, Holidays and 401k