Job Description: Sleep Supply Specialist

Company Overview

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor Teammate Benefits Include:

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

Position Overview

Employment Type: Full time Location Type: Remote Salary: The anticipated hourly range for this position is $16.50 - $23.96. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location. Hourly Pay Range: $18.00/Hour with commission potential.

The Sleep Supply Specialist will provide excellent customer service and product information, solutions, and relevant details to patients and providers. Most importantly, this position provides above and beyond communication with our patients so that they feel heard, understood, valued, and more connected with Apria.

Key Responsibilities

• Evangelize our customers and turn our disgruntled patients into our biggest fans.
• Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
• Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
• Proactively create a better patient experience.
• Be a champion of the employee experience and drive our unique company culture.
• Support the development and implementation of employee programs that nurture our company's core values to 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 patients’ needs, clarifying information, arranging for patients to receive supplies on an ongoing basis, and providing solutions and/or alternatives.
• Achieve agreed upon sales targets and outcomes within a specific timeframe. Meet all personal/team qualitative and quantitative targets.
• Confirm accuracy of patient’s eligibility and medical information to effectively facilitate order fulfillment.
• Accurately process orders, returns, or incorrect orders by working through complex systems and processes.
• Communicate patient and insurance billing process to ensure that the patient understands his/her financial responsibility.
• 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 will 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 ensure comments, discussions, and concerns are captured correctly.
• Frequently attend training to improve knowledge and performance levels.
• Offer ideas, suggest changes, and identify opportunities that enhance business growth in a positive and constructive manner.
• Adhere to HIPAA guidelines.
• Perform other duties as assigned.

Minimum Required Qualifications

Education and/or Experience:

• High school diploma or GED is required.
• 6 months to one year of inside sales and/or customer service experience.
• Previous healthcare experience.
• Experience with various insurance plans (HMO, PPO, Medicare).

Skills, Knowledge, and Abilities:

• Patient-Focused: You start with...