Role Description Customer Service Representative is a first point of contact for our customers, making sure every order is smooth, accurate, and on time. You'll collaborate across departments and support a wide range of essential business functions — from sales and finance to operations and logistics. - Receive, verify order information for accuracy and completeness, enter orders into database and process orders for the organization. - Provide order confirmations to customers. - Respond to customer inquiries and requests via phone, email, or chat regarding prices, shipping dates, and/or any anticipated delays. - Contact appropriate parties to clarify orders and obtain additional information. - Answer product-related questions, trace lost shipments, interpret and clarify customer orders for the shipping department, take orders over the phone when necessary, and manage web-based ordering. - Confer with management regarding customer credits, returns goods for credit, identify quality assurance complaints, and write price differentials on mail orders. - May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions, and adjustments. - May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment, and inventory systems, focusing on stock and allocation issues to maximize service levels. Qualifications - 1-2 Years of experience in a customer service, ideally with capital equipment and/or in sales environment for international customers. - Experience of supporting customers via phone and email. - Strong interpersonal and communication skills. - Can demonstrate good problem-solving skills. - Experience of working with Salesforce or similar EBS system. - Strong cross-functional communication, including Sales, Finance, Logistics, and Manufacturing Operations teams. - Ability to work independently and as part of a team. - Proficiency in MS Office suite. Requirements - Strong interpersonal and communication skills. - Ability to work independently and as part of a team. - Proficiency in MS Office suite. Benefits - Generous compensation and benefits packages including health benefits. - 401k contribution. - 7 paid holidays + 2 floating holidays of your choosing. - Generous paid time off. - Tuition reimbursement assistance program. - Eligibility for performance-based bonuses or commissions, where applicable. - More benefits available. Pay Transparency Pursuant to the requirements of applicable State laws and regulations, the starting salary range for this position is $21.00-22.00 USD Per Hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. EEO Statement Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

• Serve as the primary onshore point of contact for patient and customer inquiries, resolving concerns at first contact when possible while managing a high daily call volume and strict service-level expectations. • Deliver prompt, professional, and empathetic support through clear verbal and written communication, including de-escalation of sensitive or complex situations to achieve positive outcomes. • Answer and route inquiries from patients, clerical staff, insurance companies, and internal teams, escalating complex issues, payer discrepancies, denial trends, or systemic concerns as appropriate. • Apply working knowledge of medical terminology, basic anatomy, orthopedic diagnoses, and ICD-10 coding guidelines in daily claim and inquiry resolution. • Safeguard sensitive information, including PHI, while ensuring compliance with HIPAA, government healthcare regulations, SOPs, and internal workflows. • Collaborate cross-functionally with onshore and offshore teams to ensure seamless call transfers, documentation, follow-up, and continuity of service. • Prepare, review, submit, and resubmit DME and DMEPOS claims for accuracy and completeness, obtaining missing information and ensuring clean claim submission in partnership with the Health Information Management (HIM) team. • Verify correct payor selection, eligibility, benefits, and required authorizations or pre-authorizations using insurance carrier portals and internal systems. • Support compliance initiatives by functioning as the onshore resource for patient-related inquiries, enabling appropriate restriction of PHI access for offshore teams. • Manage multiple accounts, payors, and priorities simultaneously, demonstrating strong organization, adaptability, and attention to detail in a fast-paced environment. • Meet daily, weekly, and monthly productivity, quality, and scorecard expectations while contributing to team goals and service continuity, including PTO coverage when needed. • Learn and support additional billing and service functions as required to maintain operational coverage and consistency. • Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices. Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company. • Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.

• As a Customer Support Specialist, you will be the first voice customers hear when they reach out. • Guiding customers through each step of the listing process using approved scripts, internal resources, and links. • Quickly locating customer accounts and lead information within the CRM during live calls. • Helping customers understand exactly where they are in the listing process and what their next steps are. • Monitoring and responding to customer support emails throughout the day. • Accurately documenting every customer interaction in the CRM. • Communicating with Listing Representatives regarding conversations that require additional follow-up. • Escalating complex questions or situations to the appropriate team member with clarity and precision.

Respond to customer inquiries via calls and emails, utilize a knowledge base to address requests, and document communications in the database, ensuring exceptional customer service and adherence to standard operating procedures.