• Answer inbound calls and assist members with questions related to AAA memberships • Deliver personalized, proactive solutions and recommend valuable products and services • Engage with members using strong communication and a friendly, problem-solving mindset • Think quickly and critically to resolve issues—this is not a scripted environment • Navigate multiple systems and tools while actively listening and multitasking • Maintain a positive, can-do attitude in a fast-paced and evolving environment • Participate in ongoing coaching and development to continually enhance your performance

• Answer inbound calls and assist members with questions related to AAA memberships • Deliver personalized, proactive solutions and recommend valuable products and services • Engage with members using strong communication and a friendly, problem-solving mindset • Think quickly and critically to resolve issues—this is not a scripted environment • Navigate multiple systems and tools while actively listening and multitasking • Maintain a positive, can-do attitude in a fast-paced and evolving environment • Participate in ongoing coaching and development to continually enhance your performance

• Customer Happiness: You will be the primary point of contact for our customers in the DACH region and the UK, handling inquiries via email and social media with competence and warmth. • Returns & Payments: You will process returns and payment-related cases and respond to customer feedback on review platforms. • Process Optimization: You will gain deep insight into the Customer Service operations of an internationally growing startup and help us make support processes more efficient. • Scaling: You will actively support the international growth of an innovative EdTech product for children. • Cross-functional Collaboration: You will work closely with the rest of the team, filter customer feedback, and pass key insights directly to product development.

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 offers an hourly pay range of $16.00 to $19.00, depending on related experience and location. - 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 - 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). - 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 - 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. 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.