Experienced Patient Support Specialist

A Patient Support Specialist is responsible for contributing consistent exceptional service to our patients by providing detailed information on products, services, and billing. This role will identify the patients' needs and present outcomes for a positive patient experience.

In this role, you represent the Zynex brand. This means you are responsible for providing a world-class experience to all "customers" in every interaction, every time. Every decision made must align to our mission, vision, and strategy. Every communication sent (through email, mail, or by phone) is to be professional, simple, and aligned. Every problem or bottleneck is to be resolved with an efficient solution that is consistent with our strategy.

Competencies Needed:

• Adaptability - deals with change and ambiguity well; adjusts and alters behavior when change occurs so priorities are still met.
• Customer-Focus - Implements ways to rapidly respond to customer requests for improved outcomes; works with the customer to collect accurate information about needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships. In addition to patients, your customers may be coworkers, clinics, the Zynex sales team, etc.
• Team Player - Prioritizes team over self, works well with peers and Managers.
• Decision-Making - Takes a conceptual approach to identify key issues, sees relationships, and draws elements into a broad coherent framework; demonstrates ability to work with ambiguity and complexity; considers resources and risks to priorities solutions; acts fast on the most effective and efficient outcome.
• Results Orientation - Implements ways to rapidly respond to customer requests for improved outcomes; works with the customer to collect accurate information about needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships.

• Take back-to-back phone calls from patients nationwide.
• Answer every call as quickly as possible with extreme professionalism.
• Answer questions regarding patients' account and file history.

• Provide patient education on Zynex Medical's billing processes and insurance EOBs.
• Explain patient bills including charges, insurance allowable, adjustments, coinsurance, and payments.
• Take payments by phone.

• Educate patients on the value of their device.
• Find a payment plan that will allow patients to meet their financial obligation.
• Negotiate pricing for equipment with patients as needed.

• Maintain accurate records and provide detailed, professional notes in patient files.
• Operate independently in Zynex's billing system to complete patient orders with a high degree of accuracy.

• Meet daily goals as outlined by Patient Support Manager.
• Dress and interact professionally in an office environment.
• Follow all company policies and address issues following appropriate chain of command.
• Be present/visible in the corporate headquarters 5 days/week (M-F). This includes 8 hour/days and a consistent 40-hour work week. Any occasional exception to this needs prior approval from your direct Manager.
• Complete other duties as assigned by Management.

• Conducting training sessions for new team members.
• Developing and implementing training materials and programs.
• Collaborating with cross-functional teams to ensure consistent training standards.
• Identifying improvement opportunities by analyzing common inefficiencies and discrepancies in work processes.
• Conducting Quality Assurance (QA) review utilizing departmental Key Performance Indicators (KPIs)

• High School Diploma or equivalent required; College degree beneficial.
• Minimum of 2 years contact center experience.
• Preferred contact center experience in a healthcare related field.

• Ergonomics: Maintain proper posture using an ergonomic chair.
• Headset Usage: Regularly wear a headset for extended periods in a call center environment.
• Communication: Effectively communicate via spoken, written, virtual, and electronic means.
• Strenuous Eye Activities: Ability to focus and concentrate on detailed tasks for extended periods to reduce eye strain.
• Repetitive Strain: Perform frequent keyboard and mouse activities with dexterity and careful hand movements to minimize the risk of strain.
• Sitting for Extended Periods: Sit for prolonged periods while working on a computer.
• Technology Proficiency: Utilize office equipment, including computers, copiers, fax machines, and telephones, as well as demonstrate proficiency in Microsoft Office Software.
• Dynamic Office Environment: Operate in a fast-paced, professional office setting.

• Heavy Lifting: Lift objects weighing up to 10 lbs.

• Premium starting pay range (from $23 - $24/hour).
• Health, dental, & vision insurance.
• 401k with company contribution.
• 8 paid holidays + up to 2 additional floating holidays.
• 15 days Paid Time Off (PTO) for sick or vacation time; increases to 4 weeks after 2 years with the company.
• Free and/or subsidized breakfast and lunch.
• Health & wellness bonus up to $50/month.
• Opportunities for role transitions and advancements.
• Up to $150/month reimbursement for community volunteer hours.
• Employee product discounts.

• $500. 00 after completing 90 days of employment
• $500. 00 after completing 6 months of employment