Sleep Supply Specialist - Remote

Employment Type: Full-time

Position Overview

Owens & Minor is a critical part of the healthcare process, providing integrated technologies, products, and services across the full continuum of care. As a Fortune 500 company with a global presence, our success starts with our teammates who are dedicated to empowering our customers and advancing healthcare.

The Sleep Supply Specialist will provide excellent customer service and product information, solutions, and relevant details to patients and providers. This role is crucial in ensuring patients feel heard, understood, valued, and connected with Apria through above-and-beyond communication.

Key Responsibilities

• Evangelize our customers and transform disgruntled patients into our biggest fans.
• Support Field teams (Operations and Sales) by delivering timely feedback to enhance patient experiences.
• Critically problem-solve common complaints by identifying trends and partnering cross-functionally to recommend and implement preventative measures.
• Proactively create a better patient experience.
• Champion the employee experience and drive our unique company culture.
• Support the development and implementation of employee programs that nurture core values, engage employees, and create a positive culture.

Essential Duties and Responsibilities

• Serve as the primary patient point of contact for inbound and outbound sales/service calls, identifying patient needs, clarifying information, arranging for supply delivery, and providing solutions or alternatives.
• Achieve agreed-upon sales targets and outcomes within specified timeframes, meeting all personal/team qualitative and quantitative targets.
• Confirm the accuracy of patient eligibility and medical information to facilitate order fulfillment.
• Accurately process orders, returns, or incorrect orders by navigating complex systems and processes.
• Communicate the patient and insurance billing process to ensure patients understand their financial responsibilities.
• Collect payment or make payment arrangements.
• Verify order status and correctly relay tracking information.
• Schedule RT Refits/Phone Visits for patients.
• Educate patients on the value of sleep therapy and the resupply program.
• Upsell patients on items that can improve their sleep therapy experience.
• Maintain in-depth knowledge of current marketing promotions.
• Expedite patient problems and complaints with possible resolutions to maximize satisfaction.
• Accurately document patient accounts to capture comments, discussions, and concerns.
• Frequently attend training to improve knowledge and performance levels.
• Offer ideas, suggest changes, and identify opportunities that enhance business growth constructively.
• Adhere to HIPAA guidelines.
• Perform other duties as assigned.

Schedule

• Monday-Friday: 11:30 AM - 8:00 PM Central Time
• Rotating Saturdays: 8-hour shift within 7:00 AM - 6:00 PM Central Time
• Holidays: 8-hour shift during business hours
• Sundays: Volunteer for Overtime (8-hour shift during business hours)

Compensation

• The anticipated hourly range for this position is $17.00 - $18.00. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

Minimum Required Qualifications

Education and/or Experience

• High school diploma or GED required.
• 6 months to one year of inside sales and/or customer service experience.
• Previous healthcare experience preferred.
• Experience with various insurance types.

Teammate Benefits

• Medical, dental, and vision insurance, available on the first working day.
• 401(k) eligibility after one year of service.
• Employee stock purchase plan.
• Tuition reimbursement.