Ongoing Care Representative
Job Details
San Carlos - San Carlos, CA
Full Time
Health Care

About Us:

SleepQuest is a rapidly expanding National Health Services Company focused on Sleep Related Breathing Disorders. We have provided sleep care services for over 25 years with a comprehensive "continuum of care" that includes home sleep testing (HST) and CPAP treatment for obstructive sleep apnea (OSA) and ongoing resupply. Our vision is to restore sleep and dreams for millions of people.

About the Role:

In this role you will be at the center of our patient ecosystem. You'll become an expert when guiding our patients through our specialized Ongoing Care Program and making key decisions on when to escalate tasks or connect them with the right SleepQuest services. Along the way you'll be providing input that could help streamline our processes. The person most successful in this role will have superior customer service skills, is highly organized, and thrives on reprioritizing on the fly when a new task needs to be escalated.


As an Ongoing Care Customer Service Representative, you will:

  • Provide consistent/superior customer service to patients:
    • Conduct a quick and proper resolution of all their inquiries, includes making judgement calls on when to escalate.
    • Direct patients to appropriate Patient Service Centers for an appointment with a Sleep Care Specialist, if needed
  • Guide existing patients throughout our Ongoing Care program:
    • Obtain renewal prescriptions for patients whose prescriptions have expired
    • Check web-tools for patient eligibility of benefits
  • Manage tasks in our medical billing software:
    • Process patient supply orders via database, phone or e-mail and entering them into billing software on a timely basis.
    • Update demographic changes and prescription updates
    • Enter new insurance details for patients
  • Partner with warehouse crew to conduct quarterly inventory counts:
    • Prepare delivery tickets for shipping, along with special instructions if needed
    • Discuss shipping methods/options with patient & charging patient appropriately
  • Other ad-hoc projects/responsibilities as needed.


Minimum Qualifications 

  • High School Diploma
  • 2+ years' experience in a customer service capacity within the healthcare industry (eg. serving patients, members, providers, etc.); call center experience highly desirable
  • Demonstrated experience in the medical industry and knowledge of medical terminology

Preferred Qualifications: 

  • Experience with database management systems, such as Brightree and Snapworx a strong plus
  • Excellent communication skills, both verbal and written
  • Strong computer skills, to include proficiency with Microsoft Office Suite
  • Detail oriented, ability to handle multiple tasks simultaneously


This position:

  • Full-time Monday Friday onsite, 8:30-5:00 w/ ½ hour lunch and two 10-minute breaks
  • Non-Exempt (Overtime must be approved in advance with manager)
  • Reports to Ongoing Care Supervisor