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Ongoing Care Representative

Job Details

Corporate Office - SAN CARLOS, CA
Full Time
High School
$20.00 - $26.00 Hourly
Customer Service

About Us:

SleepQuest, Inc. is a leader in sleep care management with best-in-class performance that is the envy of the industry. We have a Net Promoter Score (NPS) of 90, Patient Satisfaction of 96%, therapy adherence rate of 91%. And patients have given us a 4.5 star rating on Google. What’s more, we have been accredited by the gold standard in healthcare quality accreditation, the Joint Commission since 2009.

Our company was founded over 25 years ago with a simple goal: To improve the quality of care and access to care for people that suffer from sleep apnea. Our success metrics prove that we are making progress but we desire to expand nationally. Our headquarters is located in the heart of Silicon Valley, with most of our patients based in California, but with our new tech-enablement initiative, SleepQuest 2.0, we will be able to reach patients from coast to coast with our expanded telehealth services. Our national growth plan requires that we add to our core of dedicated professionals, whose average tenure is 15 years.

Our bond as an organization is in our mission, which is “to improve the quality of life for sufferers of sleep apnea”. If you are looking to make a positive difference and work with a team of like-minded professionals, we invite you to apply for our open position.


About the Role:

The Customer Service Representative uses advanced communication skills to provide consistent excellent patient care from our local call center in San Carlos, CA. The ideal candidate enjoys resolving inquiries and following processes. Our call center is unique and tight nit with kind service-oriented team members. They are tasked with fulfilling patient supply orders and creating a seamless experience for patients through our Ongoing Care Program. The Customer Service Representative in this role will be supported by a great manager who’s focused on providing patients with quality care and continuously helps develop their team’s knowledge in the healthcare space. If this seems like a great fit for you, keep reading below!


As a Customer Service Representative, you will:


Educate our patients regarding their ongoing care

  • Respond to patient inquiries via phone/email systems from our centralized OGC department location in San Carlos, CA.
  • Become the subject matter expert on renewal prescriptions and eligibility of benefits to help patients navigate through our Ongoing Care Program
  • Educate patients on care and maintenance of supplies to ensure successful therapy


Develop expertise in the healthcare space

  • Refer patients to proper departments or service centers for relevant clinical needs
  • Adhere to HIPAA standards and enters sensitive patient data in our medical billing software
  • Files documentation and completes administrative tasks as needed
  • Contribute to workflow process improvements

Other ad-hoc projects/responsibilities as needed


What we’re looking for:

  • 2+ years' experience in a customer service capacity is ideal
  • Someone who loves to learn, especially about healthcare!
  • A great communicator who is service oriented
  • High School Diploma or equivalent
  • Strong IT/PC skills (Microsoft Office Suite and similar tools)
  • Detail oriented, ability to handle multiple tasks simultaneously
  • Preferred but not required:
    • Demonstrated experience in the medical industry and knowledge of medical terminology preferred
    • Prior experience with database management systems, such as Brightree and Snapworx preferred


Top Perks!

  • 401k Match
  • Monthly Lunches at our onsite locations
  • SQ pays 100% of employee medical base plans
  • FSA
  • Dental/Vision Insurance
  • Employee Assistance Program


Work Environment:

  • 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