Client Service Representative - Austin, TX: Onsite (11232021) at Betternight Powered By Sleep Data

Posted in Customer Service 9 days ago.

Location: San Diego, California

Job Description:

Betternight Powered By Sleep Data


Have you been looking to start a career in healthcare or looking for a new healthcare opportunity? We might be your step into telehealth!

Are you a self-starter who enjoys talking on the phone and thrives in a very busy call center environment? Do you enjoy providing outstanding customer services? Do you enjoy being recognized for your success? Are you comfortable working in a remote environment? Wouldn't you love to be a part a team where management is focused on nurturing a strong, inclusive culture? If so, come join us at BetterNight.

Headquartered in San Diego, CA and in business for over 25 years, BetterNight is a professional medical service and supply company focused on sleep & sleep therapy. Our focus is on diagnosis on sleep apnea through home sleep study and treatment through the use of CPAP therapy or oral appliance therapy.


The CSR is responsible for collecting patient information via the phone, fax, and email, and creating the electronic medical record, initiating the patient life cycle. Duties include scheduling patients for diagnostics sleep studies, CPAP set-ups, telehealth visits, follow-up appointments, home visits, and other procedures. The CSR works closely in a team environment, supported by leads and managers. There are an expected but attainable daily number of calls a CSR is measured on, as this is a call center environment. The expectation of this position is to provide a first-class service experience, with every patient and/or physician interaction. Company provides all necessary computer and phone equipment.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

  • Initiates or receives calls to/from patients and schedules routine appointments for equipment set ups, home visits, follow up appointments and other procedures as needed

  • Enters all appointments and patient notes into the electronic scheduling system

  • Informs patients on what to expect during their appointments and provides basic education on company services

  • Participate in managing ACD group voicemail and delivers messages to appropriate party in a timely fashion

  • 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

  • Review electronic patient files for accuracy and for compliance with BetterNight policy and procedures

  • Acts as a resource (identify problems and provide solutions, implementing procedures as needed) for all respiratory and all other equipment (indications, operation, maintenance, etc.)

  • Acts as a liaison with other members of the healthcare team

  • Takes calls per the required On-Call schedule, including answering any message within 30 minutes.

  • Pulls faxes in a timely manner: Separates, batches and enters medical documentation into the Brightree computer system

  • Acts as a point of contact for the Primary Care Physician's office

  • Initiate contact to physician offices for Certificate of Medical Necessity (CMN), referrals and qualifiers for sleep studies, and for orders, complications, and recommendations as necessary

  • Must be knowledgeable in Patient Rights and Responsibilities

  • Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times

  • Must have regular and reliable attendance

  • Works on-call and required overtime as scheduled

  • Other duties as assigned

. Requirements:


  • Strong commitment to patient care, friendly, helpful and caring nature is required

  • Strong level of product knowledge is required

  • Must be able to communicate via the phone and wear a headset

  • Ability to interface with patients in a polite and professional manner

  • Ability to speak clearly and concisely, and the ability to respond to irate callers in a calm and polite manner

  • Comfortable working in a KPI

  • Fluent Spanish speaker a definite plus, but not required

  • Must be able to work overtime as scheduled

  • This position is a remote opportunity. MUST be able to work shifts scheduled on Pacific Time**


  • HS degree or equivalent required

  • 6 months to 2 years' experience in customer service, administration or reception required

  • Experience working in a call center environment

  • Experience in the health care industry preferred

Sleep Data is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).


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