Experienced Patient Support Specialist

A Patient Support Specialist is responsible for contributing consistent exceptional service to our patients by providing detailed information on products, services, and billing.  This role will identify the patients’ needs and present outcomes for a positive patient experience.

In this role, you represent the Zynex brand. This means you are responsible for providing a world-class experience to all “customers” in every interaction, every time. Every decision made must align to our mission, vision, and strategy. Every communication sent (through email, mail, or by phone) is to be professional, simple, and aligned. Every problem or bottleneck is to be resolved with an efficient solution that is consistent with our strategy.

Competencies Needed:

• Adaptability – deals with change and ambiguity well; adjusts and alters behavior when change occurs so priorities are still met.
• Customer-Focus - Implements ways to rapidly respond to customer requests for improved outcomes; works with the customer to collect accurate information about needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships. In addition to patients, your customers may be coworkers, clinics, the Zynex sales team, etc.
• Team Player - Prioritizes team over self, works well with peers and Managers.
• Decision-Making - Takes a conceptual approach to identify key issues, sees relationships, and draws elements into a broad coherent framework; demonstrates ability to work with ambiguity and complexity; considers resources and risks to priorities solutions; acts fast on the most effective and efficient outcome.
• Results Orientation - Implements ways to rapidly respond to customer requests for improved outcomes; works with the customer to collect accurate information about needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships.

 

Call Center Operating Hours Monday- Saturday 6:00 am - 6:00 pm

Shift Types: Monday - Friday & Tuesday - Saturday

*Sign-On Bonus Opportunity*

 

Essential Job Duties & Responsibilities:

 Main Daily Duties: (90% of Shift)

Educate & Update Patients on Account Status

• Take back-to-back phone calls from patients nationwide.
• Answer every call as quickly as possible with extreme professionalism.
• Answer questions regarding patients’ account and file history.

Explain Payments & Billing

• Provide patient education on Zynex Medical’s billing processes and insurance EOBs.
• Explain patient bills including charges, insurance allowable, adjustments, coinsurance, and payments.
• Take payments by phone.

Negotiate Payment Plans

• Educate patients on the value of their device.
• Find a payment plan that will allow patients to meet their financial obligation.
• Negotiate pricing for equipment with patients as needed.

Administrative Tasks:

• Maintain accurate records and provide detailed, professional notes in patient files.
• Operate independently in Zynex’s billing system to complete patient orders with a high degree of accuracy.

Additional Duties:

• Meet daily goals as outlined by Patient Support Manager.
• Dress and interact professionally in an office environment.
• Follow all company policies and address issues following appropriate chain of command.
• Be present/visible in the corporate headquarters 5 days/week (M-F). This includes 8 hour/days and a consistent 40-hour work week. Any occasional exception to this needs prior approval from your direct Manager.
• Complete other duties as assigned by Management.

Future Responsibilities:

As part of the natural growth in this role, the position will evolve to include training responsibilities. This will involve:

• Conducting training sessions for new team members.
• Developing and implementing training materials and programs.
• Collaborating with cross-functional teams to ensure consistent training standards.
• Identifying improvement opportunities by analyzing common inefficiencies and discrepancies in work processes.
• Conducting Quality Assurance (QA) review utilizing departmental Key Performance Indicators (KPIs)

Education & Experience Requirements:

• High School Diploma or equivalent required; College degree beneficial.
• Minimum of 2 year