Patient Experience Representative (Customer Service Rep)

Who we are:

H-Wave is leading the way in drug-free rehabilitation and pain relief for those injured at work or at play. We are well-established in the work comp industry, with a solid reputation of results for over 25 years. H-Wave technology is used by over 100 professional sports teams in nearly every major sport, because nothing works better for creating immediate pain relief and sustained tissue recovery. It’s a multi-functional electrical stimulation device intended to speed recovery, restore function, and manage chronic, acute or post-operative pain.

The Opportunity:

H-Wave is seeking a Patient Experience Representative to join our Customer Experience Team. This person has a strong background in customer service, preferably within the medical industry or a call center environment. The ideal candidate is proactive, thinks ahead, is driven, reacts quickly and has a demonstrated history of providing memorable customer experiences.

A day in the life of an H-Wave Patient Experience Representative consists of patient interactions via phone both in-bound and outbound calls handling a variety of interactions to include patient inquiries, navigating and resolving customer complaints, and answering routine questions regarding our products and services.

If this sounds like a role you are interested in, we encourage you to apply via indeed or our website. Following our application, please complete our Culture Index assessment by using the link below:

https://www.cultureindex.com/c/B2F345

A Snapshot of What You’ll Do:

  • Receives in-bound and makes outbound calls to H-Wave patients.
  • Answer’s routine patient inquiries, navigates customer complaints, and provides customers with information regarding H-Wave products and services.
  • Performs data entry and utilizes H-Wave’s propriety patient system to process unit supply orders and returns.
  • Performs routine follow up with patients and ensure they are contacted for patient outcome surveys in a timely manner.
  • Consistently provides excellent customer service standards and maintains high customer satisfaction call rates.
  • Performs routine calls to patients to get updated on H-Wave’s patient outcome reports.
  • Documents and records patient interactions to patient outcome reports.
  • Delivers excellent customer service and meets the needs of all our customers while executing high volumes calls.
  • Follow communication procedures, guidelines, and policies.
  • Respond promptly to patient inquiries.

What you need to get an interview:

  • Must be able to work in a fast-paced environment and must be astute in providing well-defined responses
  • Must be tolerant of ever-changing requests that may come from the different departments.
  • Must be quick to adapt to the different process changes that may occur.
  • Strong phone contact handling skills and active listening
  • Excellent communication and presentation skills.
  • Customer service oriented
  • Attention to detail and accuracy
  • Initiative and great service aptitude
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