PAP Resupply Specialist At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-Time recipient of the NorthCoast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US. In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success! We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included! Competitive PayAdvancement Opportunities Medical, Dental & Vision InsuranceHSA Account w/Company Contribution Pet Insurance Company provided Life and AD&D insurance Short-Term and Long-Term Disability Tuition Reimbursement ProgramEmployee Assistance Program (EAP) Employee Referral Bonus Program Social Recognition ProgramEmployee Engagement OpportunitiesCALM App 401k (with a matching program) / Roth IRACompany Discounts Payactiv/On-Demand PayPaid vacation, Sick Days, YOU (Mental Health) Days and Holidays The PAP Resupply Specialist ensures patients receive outstanding service, education, and resolution regarding CPAP Therapy by marketing the MSC ReFresh Program and promoting supplies necessary to gain/maintain optimal clinical outcomes.
Responsibilities and Duties:
Handles inbound and outbound patient calls, utilizing listening skills to ensure patient's needs and concerns regarding their equipment or services are addressed. Ensures that all requests are handled accurately and efficiently.
Promotes the MSC ReFresh Program by educating patients on the importance of changing out supplies on the clinically suggested and insurance approved schedules.
Adheres to key performance metrics. Converts 25-30% of inbound calls into Sales Orders and revenue, 15-20 total orders per day.
Responsible for meeting metric standards set by PAP Resupply Manager to ensure success.
Identifies complimentary products that may benefit the patient while providing additional information about the equipment.
Understands insurance guidelines and coverage limits regarding CPAP Resupply.
Promotes electronic ordering platforms such as Rapid Reorder and Autoship.
Understands company Enterprise System necessary to enters orders, research patient inquires and status updates for new equipment.
Perform other duties as assigned.
Qualifications:
Graduate of an accredited high school.
Minimum of two years of progressively responsible customer service or inside sales experience.
Responsible for maintaining the highest level of customer care while always acting in a professional and courteous manner. Encourage, promote, and maintain strong customer relationships through a partnered approach with external and internal team members.
Excellent oral, active listening and written communication skills required.
Pleasant personality with excellent phone and interpersonal and organizational skills (a team player).Displays a high drive to meet or exceed daily performance metrics related to key performance indicators.
Ability to develop, organize and coordinate multiple patient lists and files.
Analytical & problem-solving skills & ability to multitask.
Works well in a fast paced and fluid professional environment based on business needs.
