• Deliver exceptional customer service via phone, email, live chat, and social media • Explain complex investment principles clearly • Provide end-to-end customer support • Troubleshoot customer issues effectively • Act as the internal voice of the customer

• Responds to internal and external inquiries within stated service level agreements. • Manages incoming contacts regarding members questions, customer complaints, products, warranties, and general customer inquiries in accordance with quality and processing guidelines. • Analyzes, researches, and resolves problems and discrepancies for member accounts. • Maintains product knowledge, and awareness of customer services policies, and/or store policies. • If applicable, maintains understanding of federal and state regulations to include compliance. • Performs other duties and responsibilities as assigned.

Role Description We are seeking a dedicated Customer Service Representative – CSR CPAP to join our team. In this position, you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers and referral sources as it relates to patient services and third party reimbursement. The CSR is also responsible for directing and managing new patient set ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR may also be assigned additional job duties as required and additional projects to support the location in achieving their goals. This position pays between $16/hr. – 19/hr. depending on related experience and location. Essential Job Duties and Responsibilities - Primarily communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner. - Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care. - Complies with all applicable company policies and procedures to meet JCAHO and company standards. - Complies with and follows internal and company-wide operating protocols in processing role. - Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors. - Holds themselves accountable to their goals, regularly and proactively communicates progress, plans, and problems to supervisor as well as providing solutions to challenges that arise. - Focused Teams include the following; OIP which resolve a minimum of 30 Orders In-Progress per day, IDP which process a minimum of 20 accounts per day, Confirmation Team which confirms a minimum of 45 tickets per day and the Inbox team which process a minimum of 25 instances per day. - Processes new orders: inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner. - Proficient at managing varying expectations per each referral source and sales rep. - Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line. - Performs other duties as assigned. Qualifications - High school diploma or GED equivalent, required. - Experience with medical equipment, preferred. - Experience with medical billing practices and of billing reimbursement, preferred. - Experience in medical field and administrative record management, preferred. - One year of related work experience, preferred. - Medical terminology, preferred. Requirements - Employment is contingent on background check (company-wide). - Drug screen (when applicable for the position). - Compliance with healthcare facility credentialing process (when applicable for the position). - Valid driver’s license in state of residence with a clean driving record (when applicable for the position). Skills and Competencies - Accurately perform simple mathematical calculations. - Effectively communicate in English; both oral and written. - Interpret a variety of communications (verbal, non-verbal, written, listening and visual). - Maintain confidentiality, discretion and caution when handling sensitive information. - Multi-task along with attention to detail. - Self-motivation, organized, time-management and deductive problem solving skills. - Work independently and as part of a team. Machines, Equipment and Technical Abilities - Email transmission and communication. - Telephone communication. - Internet navigation and research. - Microsoft applications; Outlook, Word and Excel. Physical Demands - Requires long durations of sitting, talking and listening. - Requires accepting inbound and making outbound calls to patients 100% of the day. - Requires close vision to small print on computer and/or tablet and paperwork. - Work from home position requirements: Have adequate Internet and workspace free from distractions. - Requires a back-up plan for internet coverage in case of outage or disruptions during scheduled shift. Benefits - Generous paid time off and paid holidays. - Overtime pay for non-exempt positions (as applicable). - Commission for Account Executives. - Bonus and incentive opportunities. - Fixed and variable car reimbursement for Area Managers and Account Executives. - Car, mileage, and telephone reimbursement (as applicable). - Employee discount and recognition programs. - Employee Assistance Program (EAP). - 401(k), HSA, and FSA/Dependent Care FSA. - Medical, prescription, dental, and vision coverage. - Life insurance, disability, accidental death, identity protection, and legal services. - Meru Health mental health and Mercer SmartConnect Medicare programs. - Livongo Diabetes and High Blood Pressure programs. - Healthcare Bluebook and RX Savings Solutions programs. - Hepatitis B (HEPB) and TB vaccinations.

Role Description Here at Fleet Farm, providing the best customer care is our priority. If you are friendly, self-motivated, dependable, and enjoy serving others, this role is for you! The Customer Care Representatives will interact with customers to provide information in response to inquiries about products and/or services, receive and process sales orders; handle and resolve complaints in a professional and tactful manner. - Telephone Customer Care: - Work with inbound and/or outbound phone calls to address the needs of our customers. - Typically regarding general store information, price and product availability, billing inquiries, order processing, and shipping costs. - Administrative Customer Care: - Work with inbound and/or outbound email, social media, and other forms of communication. - Typically regarding general store information, price and product availability, billing inquiries, order processing, and shipping costs. - Help facilitate, analyze, and resolve customer issues. - Manage large amounts of customer interactions while maintaining the highest quality of customer service during calls. - Deal tactfully to resolve customer complaints, compliments, and inquiries while following the appropriate company procedures. - Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner. - Provide solutions, recommendations, and product information with a sense of urgency, positivity, and empathy. - Work with store personnel regarding the completion of e-commerce orders or to resolve customer issues. Qualifications - Minimum of a high school diploma or equivalent required; post high school education is preferred. - 2 years of previous work experience in customer service, sales, training, or member retention required. - Ability to quickly learn program and product knowledge, work on a PC, and navigate a Windows environment. - Ability to work in a fast-paced environment; ability to quickly adapt to change. - Able to communicate effectively and professionally in English using verbal and written communication methods, including phone, email, chat, and interpersonal tools. - Able to engage customers and internal team members with a helpful, friendly, and competent approach. - Able to ask pertinent questions to gather necessary information to successfully resolve customer concerns, issues, and requests. - Able to use a critical thinking approach to issues and apply training, policies, and procedures to each situation as needed. - Able to consistently follow training and established processes in the execution of assigned tasks. - Required to have a reliable high-speed (broadband) internet connection if working remotely. Company Description Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.