Customer Experience Representative - Mom & Baby

Aeroflow Health – Mom and Baby Customer Experience Representative

Location: Remote

Shift: 10am - 7pm EST

Starting rate: $20 an hour!

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment segment of the healthcare industry, are among the fastest-growing healthcare companies in the country and recognized on Inc. 5000’s list of fastest-growing companies in the U.S.

As Aeroflow has grown, our needs to curate an amazing employee environment and experience have grown as well. We’re working hard to ensure that Aeroflow remains a premier employer in Western North Carolina by making constant improvements to our office spaces, thus better the everyday lives of the employees that work so hard to service our patients.

The Opportunity

Within Aeroflow, the Mom and Baby Customer Experience team consists of over 70 customer service representatives including Supervisors and subject matter experts!

• 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 Primary Responsibilities

We are currently seeking a Customer Account Representative. The Customer Account Representative is typically responsible for:

• Working with patients who have requested mom and baby items through insurance
• Overseeing orders nationwide for mom and baby items through insurance
• Consulting with existing patients and determine which products meet their needs
• Presenting Aeroflow Breastpumps services and products in a knowledgeable manner
• Assisting new and existing patients in providing resolutions via inbound calls/emails/chats
• Investigating and troubleshooting customer service issues
• Communicating with patients to provide equipment/sizing troubleshooting
• Prompt follow-up for services promised/rendered
• Documentation processing including verification of insurance coverage
• 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

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
• 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

Perks and Benefits:

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:

• 5000 Best Place to Work award winner
• Family Forward Certified
• 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.