PMBC LLC

Client Services Representative

• Efficiently and effectively manages a high volume of inbound calls
• Identifies patient urgency and routes patient requests to appropriate staff
• Participate in managing ACD group voicemail and delivers messages to appropriate party in a timely fashion
• Completes outbound call backs
• Responds to patient records requests
• Informs patients on what to expect during their appointments and provides basic education on company services
• Receive and respond to patient calls or chats guiding the patient through web-based software to therapeutic outcomes
• Ensure all area related price quotes given to customers/patients are appropriate and meet current company pricing policy.
• Explain copays and insurance coverage to patients as necessary and takes payments by phone
• Review patient records and files for accuracy and for compliance with BetterNight’s policy and procedures
• Acts as a resource (identify problems and provide solutions, implementing procedures as needed) for respiratory and all other equipment (indications, operation, maintenance, etc.)
• Take calls per the required On-Call schedule, including answering any message within 30 minutes
• Assist in facilitating non-contracted Patient return of devices i.e. contacting patient and scheduling
• With guidance from leadership, become proficient in explaining patient diagnosis and provide general information on services and products
• Creates orders as necessary
• Explain financial information as necessary
• Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times
• Serves as a liaison between patient and other members of the healthcare team, as required
• Assist with scheduling as needed

Client Service Representative – Inbound Phones

Customer Support

• Deliver excellent service and assistance to our valued patients
• Handle high volumes of inbound/outbound calls for scheduling and customer service
• Schedule patient sleep studies
• Verify order type and all financial notes prior to scheduling patients
• Ensure all appointments are added to the internal schedule
• Provide patients with consultation information for Sleep Medicine Specialist if consult has been ordered in conjunction with sleep testing
• Inform patient of financial responsibility including co-pays, deductibles, and fees around missed appointments without cancellation
• Update intake status workflow as needed
• Ensure patient questions or requests are followed through on and given to the appropriate team members

Client Service Representative – Inbound Phones

Customer Service Representative