Product Specialist/New Customer Enrollment Specialist (DME)

 

The Product Specialist / New Customer Enrollment Specialist is responsible for making outbound and inbound customer contacts, educating on product option, assisting customers to fulfill product sampling requests, addressing customer inquiries, and providing solutions to customer product challenges.  In addition, this role may require documenting quality complaints, redirecting the customer to another product, and being a resource or helping a customer find a supplier to meet their needs.  This role will be required to deliver superior customer service with every single customer interaction.  Responsible for the timely processing of all new patient accounts, coordinates scheduling of services for assigned sales representative, maintain patient files and the production of all delivery paperwork, develops and maintains a strong relationship with the coordinating Regional Sales Manager.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following as well as other duties and responsibilities, which may be assigned.

 

• Actively manage the queue of outbound and inbound calls, responding to customer inquiries and handling requests.

• Utilize training to operate as the product and lifestyle subject matter expert to provide responses to customer inquiries and strive for first contact resolution.

• Proactively educate on products, key initiatives, and ABC offerings.

• Maintain accurate records within Brightree CRM, including demographic information, product information, written consent and thorough note-taking.

• Utilize training documents and available resources to support customer conversations and decision making.

• Adhere to all business processes.

• Meet all required individual and team metrics.

• Identify process and “best practice” improvement opportunities and recommend solutions to management team.

• Interacts with customers on a regular basis to make sure all needs are met.

• Is responsible for accurately loading patient information into working system, generating delivery paperwork for sales and service orders, provide a high level of customer service to internal and external customers.

• Is responsible for maintaining a strong working knowledge of products and services, funding sources and company policies and procedures.  Develop and maintain a strong understanding of specific requirements of contracted providers.

• Is responsible for maintaining customer files as specified in company policy, and other tasks as required. 

• Is responsible for accurately loading all patient information into working system, generating all delivery paperwork for sales, rental & service orders, provide a high level of customer service to patients and Territory Sales Managers.

• Is responsible for maintaining a strong working knowledge of products & services, funding sources and company policies & procedures.  Develop and maintain a strong understanding of specific requirements of contracted providers.

• Is responsible for maintaining patient files as specified in company policy, and other tasks as required.

• Adheres to all HIPAA guidelines/regulations.

• Follows company policies and procedures.

 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must possess the ability to:  interact professionally and ethically with patients, caregivers; handle multiple tasks simultaneously; provide clear, concise oral and written directives/communications; quickly assess situations and respond appropriately; handle special requests in a sensitive, professional manner. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION AND/OR EXPERIENCE:

1. Familiarity with insurance rules and regulations preferred.

2. High school diploma or equivalent.

3. Previous DME experience a plus

4. Analytical skills required

5. 2+ years of work experience

6. Basic Microsoft skills.

7. Ability to work well in a team environment

 

TRAINING:

Our industry is