Role Description - Respond to customer inquiries via telephone, email, and chat in German, adhering to company communication standards and response time requirements. - Resolve customer issues and provide efficient, effective solutions in accordance with established protocols. - Document all customer interactions and maintain accurate records within the support management system. - Identify and escalate complex issues to appropriate departments or senior personnel following established procedures. - Follow up with customers to confirm complete resolution of reported concerns. - Maintain professional demeanor while managing multiple concurrent customer requests. - Uphold professional standards within the team and share best practices with colleagues. - Meet established performance objectives regarding response time, resolution rate, and customer satisfaction scores. - Provide management with documented feedback on recurring customer concerns and product improvement recommendations. Qualifications - Fluent proficiency in German (written and spoken); English language proficiency is advantageous. - Demonstrated professional experience in customer support or customer service operations. - Strong communication and interpersonal skills with the ability to maintain composure under pressure. - Excellent problem-solving capabilities and meticulous attention to detail. - Proficiency with computer systems and Customer Relationship Management (CRM) platforms. - Ability to manage multiple concurrent tasks and establish priorities effectively in a fast-paced environment. - Demonstrated empathy and patience in customer interactions. - High school diploma or equivalent qualification. Requirements - Professional experience with ticketing systems or established knowledge of customer support best practices. - Additional language competencies, including English or other European languages. Benefits - Schedule 9:00 - 21:30 (8 hours rotational shift). - Work remotely. - Time Type: Full time.

• Handle high volumes of customer interactions on phone, email, and chat • Provide timely and effective support to resolve customer issues • Deliver a positive customer experience while meeting performance KPIs • Communicate clearly and professionally with customers and internal teams • Identify customer needs and offer appropriate solutions • Take ownership of customer concerns through to resolution • Build and maintain strong customer relationships

Role Description We are seeking a dedicated Customer Support Specialist for the CPAP Centralized Care Team - REMOTE to join our Rotech team. In this position, you will provide support to the customers of the Support Center (patients, referral sources, and employees) by performing tasks related to patient care and third-party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing, and care-related information and processing. First line of contact with new customers. Pay starting at $16.25 for the 2nd Shift plus a Quarterly Bonus opportunity. - 2nd Shift Mon - Fri 11:30am - 8pm CST - 100% REMOTE Work from Home starting day one Essential Job Duties and Responsibilities: - Brings ideas for process or efficiency improvements to supervisor. - Builds relationships with locations, field management, patients, and referral sources. - Collects co-pays and deductible amounts. - Conducts insurance verification and eligibility for services/products. - Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns. - Develops and maintains a working knowledge of current products and services, Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines. - Maintains accuracy and quality control throughout patient contact and data entry. - Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS and eIntake, printing tickets, assembling charts, and processing paperwork. - Obtains authorization and qualification documentation. - Prepares complete and accurate files for Billing Department. - Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction. - Processes work orders to field locations and coordinates timely fulfillment of products and services ordered. - Provides product/service information and education by answering questions, offering assistance. - Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies. - Works extensively with eIntake proprietary system. - 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 healthcare administration, patient intake, or insurance verification, 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.

• Partners with vendors and a variety of cross-functional partners to assist with quoting, pricing, availability, and issue resolution for high volume project needs. • Owns projects from end to end, ensuring that the managed account customer is the focal point of the process • Assists the internal and external customer through the customer journey taking care of issue resolution, after-sale follow up, invoice transmittal, and quote requests. • Drives repeat business by providing excellent customer service, accurate and thorough quoting, sourcing, and overall project ownership. • Completes assignments timely and efficiently. • Continually works to support Outside Sales partners to grow accounts through building strong relationships, both internal and external. • Provides post-order follow up, reconciles issues or errors in a timely manner, and ensures all customer needs are met.