Customer Experience Representative - Mom & Baby

Aeroflow Health – Mom and Baby Customer Experience Representative

Location: Fully remote.

Are you a compassionate customer service professional willing to go the extra mile to take care of your clients? If so, Aeroflow Health wants to hear from you!

We’re taking the home health products and equipment industry by storm. We’ve set out to create a better way of doing business by prioritizing our customers, our community, and our coworkers.

The Opportunity

Within Aeroflow, the Mom and Baby team consists of 40 customer service representatives, 7 inside sales managers, and a ton of support.
• The Mom and Baby division provides breast pumps, maternity compression and lactation support services to new and expectant mothers.
• We support expecting mothers, MD offices, and insurance providers.
• Your job performance is based upon you meeting metrics surrounding these four pillars:
• * Customer service, phone metrics, gross profit and closing percentage.

Your Primary Responsibilities

We are currently seeking a Customer Account Representative. The Customer Experience Representative is typically responsible for:
• Working with customers that have requested mom and baby items through insurance
• Oversee orders nationwide for mom and baby items through insurance
• Interface with existing customers and determine which products meet their needs
• Interface with existing customers regarding our resupply inventory and determine which products meet their needs
• Present Aeroflow’s services
• Handle inbound calls/emails from patients and convert them to potential sales
• Contact patients through outbound phone calls and emails
• Investigate and troubleshoot customer service issues
• Communicate with customers to provide equipment/sizing troubleshooting
• Prompt follow-up for services promised/rendered
• Enter new customer demographics and update changes to existing accounts
• Documentation processing including verification of insurance
• Order entry and data maintenance
• Other duties as assigned
• Employees have an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Other job duties assigned.

Skills for Success
• Excellent customer service skills
• Ability to handle high call volume
• Ability to work individually and as part of a dynamic team
• Self-motivated, with high energy and an engaging level of enthusiasm
• Exceptional verbal, written, listening and presentation communication skills
• Self-disciplined with excellent critical thinking and organizational skills
• Self-starter and ability to multi-task and research
• Willing to work in a high stress environment
• Proven work history illustrating stability and reliability and strong work ethics
• Sensitivity to patient care issues
• Maintain HIPAA confidentiality
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance.

Required Qualifications
• High school diploma or equivalent. Some college preferred.
• Microsoft Office computer skills
• 1+ years of customer service experience required
• 1+ years of multiple phone line experience
• Starting rate: $18 an hour!

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!!

Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements:
• Family Forward Certified
• 5000 Best Place to Work award winner
• HME Excellence Award
• Sky High Growth Award

If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you!

Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Apply Job!