$ads={1}
About Us
Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct-to-consumer sleep product essentials that solve sleep challenges and improve well-being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (SleepDoctor.com, SleepFoundation.org, SleepApnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health-transforming sleep habits. To learn more about Sleep Doctor, visit SleepDoctor.com.
The Role
The role of the Customer Support Specialist III entails engaging in proactive and responsive communication through both outbound and inbound calls with medical equipment customers. Your main objective will be to deliver comprehensive education and informative resources to both new and existing customers, focusing on at-home sleep tests and sleep therapy equipment. Additionally, you'll guide customers through the ordering process.
We're seeking candidates who possess a proven track record of delivering exceptional customer service over various communication channels. Attention to detail is a must, as is the adeptness in utilizing multiple computer applications to provide top-tier customer support. Effective communication skills are vital – you should be skilled at conveying information clearly and concisely and be able to navigate simple software programs.
What You'll Do
- Receive, and at times initiates, calls to/from customers requiring information of the products that we offer and collects information needed to complete or process an order
- Receive and reply to customers via various incoming channels such as email, phone, SMS and live chat in a consistent and effective manner.
- Provide accurate and detailed information to customers, including but not limited to documentation for customers based on their needs and products ordered.
- Update and maintain accurate and detailed patient record customer records in the system, including notes about interactions with customers and any actions taken to assist customers in compliance with HIPAA regulations.
- Provide assistance and support to customers throughout their Home Sleep Test journey including but not limited to placing an order, providing order status updates, and assisting with scheduling questions or needs.
- Maintain working knowledge of all DME/PAP devices including initial qualifications for PAP devices and services offered by the company.
- Train and educate consumers on the use of sleep therapy equipment and answer any inquiries related to services or equipment.
- Assist and support the Clinical Team with virtual setups of PAP devices and masks for customers.
- Provide technical support for PAP patients, referrals, and team members.
- Maintain good relations with clients and consult with referring physicians regarding patient treatment, medical conditions, and home environments.
- Follow up with patients to ensure compliance and provide ongoing support.
Requirements
- You are patient focused. You start with the patient and work backwards. You invest the time and energy to understand the patients' objectives, then tie all your activities directly to the achievement of those objectives.
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME), specific to Sleep Apnea and CPAP Products with at least two years of experience in a related role.
- Excellent verbal, written, and customer service communication skills
- Proficient in electronic health record (EHR) systems and telemedicine platforms
- Ability to work independently and with a team
- Strong analytical and problem-solving skills with attention to detail
- Thrives in a fast-paced and collaborative cross-functional environment; can multi-task and pivot with relative ease as priorities change
Who We Are
- We play an important role in the health & wellness decisions of our audiences, and it's a responsibility we don't take lightly. We invest thoughtfully to provide the most expert-driven, audience-first experience
- We embody rapid, sustainable growth. Our team has quadrupled in the last year and we're just scratching the surface of all we can accomplish. Run into a challenge or a new opportunity? Everyone on the team rolls up their sleeves and digs in
- We're going to push you to ask big questions and find bold answers. Everyone has a seat at the table, regardless of their title or job description
- We believe that flexibility in how we do our best work is important. Our roles are typically on a hybrid model – create your schedule around what works best for you
- Spoiler alert: we love a good celebration! We enjoy what we do because of who we do it with, and take time to celebrate every win – whether ours or a teammate's
Compensation Range
$15 to $25 an hour. Note that final compensation is subject to the candidate's specific qualifications and location, as well as the needs of the company.
The Company currently provides medical, vision, and dental insurance with 99% to 100% of the employee medical, vision, and dental premiums covered by the Company. There is an option to participate in both a medical FSA and dependent care FSA. We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary. You will be eligible for Paid Time Off in accordance with the company's policies. Our Seattle-based employees will receive commuter benefits.
Sleep Doctor is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants
