Sleep Supply Specialist

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

ABOUT THE COMPANY

Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients.   Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.

JOB SUMMARY

The Sleep Supply Specialist will provide excellent customer service and product information, solutions and relevant details to patients and providers.  Most importantly, this position provides above and beyond communication with our patients so that they feel heard, understood, valued and more connected with Apria.  Key responsibilities for creating a positive, patient-centric environment include:

• Evangelize our customers and turn our disgruntled patients into our biggest fans.
• Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
• Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
• Proactively create a better patient experience.
• Be a champion of the employee experience and drive our unique company culture.
• Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary patient point of contact for inbound and outbound sales/service calls, identifying patients’ needs, clarifying information, arranging for patients to receive supplies on an ongoing basis, and providing solutions and/or alternatives.
• Achieve agreed upon sales targets and outcomes within a specific timeframe. Meet all personal/team qualitative and quantitative targets.
• Confirm accuracy of patient’s eligibility and medical information to effectively facilitate order fulfillment.
• Accurately processes orders, returns or incorrect orders by working through complex systems and processes.
• Communicate patient and insurance billing process to ensure that patient understands his/her financial responsibility.
• Collect payment or make payment arrangements.
• Verify order status and correctly relay tracking information.
• Schedule RT Refits/Phone Visits for patients.
• Educate patients on the value of sleep therapy and the resupply program.
• Upsell patients on items that will improve their sleep therapy experience.
• Maintain in-depth knowledge of current marketing promotions.
• Expedite patient problems, complaints with possible resolutions to maximize satisfaction.
• Accurately document patient account to ensure comments, discussions and concerns are captured correctly.  
• Frequently attend training to improve knowledge and performance levels.
• Offer ideas, suggest changes, and identify opportunities that enhance business growth in a positive and constructive manner.

• Adhere to HIPAA guidelines.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• N/A

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High school diploma or GED is required
• 6 months to one year inside sales and/or customer service experience
• Previous healthcare experience
• Experience with various insurance plans (HMO, PPO, Medicare)

Certificates, Licenses, Registrations or Professional Designations

• N/A

SKILLS, KNOWLEDGE AND ABILITIES

• Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
• Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
• Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
• An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
• Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
• Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

Computer Skills

• Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.  It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. This position also may require the occasional lifting of equipment up to 50 lbs.

• This position is remote and requires a distraction free environment
• Required to be in a home office/workspace during scheduled work hours

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.