Apex Health Group is a rapidly growing Durable Medical Equipment (DME) supplier in the DMV area. By pairing best-in-class equipment with unmatched service, we partner with physicians and medical providers to help patients manage their health and recovery at home.
Our company is made up of a close-knit, highly relational team who truly prioritize customers, serve one another, and remain flexible to support our collective success. We don't just ship equipment—we deliver peace of mind.
We are seeking a driven, high-energy Customer Experience Representative to increase the capacity of the team that serves as the voice and heartbeat of our order fulfillment process. This is not a passive data-entry job. This is a high-touch, fast-paced customer service role where you will own the end-to-end communication with patients, ensuring they feel cared for at every step of their health journey.
The ideal candidate is a proactive communicator who thrives on human connection, loves solving problems, and is deeply motivated by meeting performance targets. You will also collaborate closely with our sales and logistics teams to keep operations seamless.
Responsibilities of this role include:
- Proactively communicate with customers and patients via phone, email, and text, managing a high volume of active patient files.
- Maintain consistent contact with active patients throughout the entire order and fulfillment pipeline, keeping them informed and reassured.
- Coordinate daily with sales and logistics counterparts to ensure a seamless, friction-free patient experience.
- Review and respond to a high volume of emails and inquiries with speed, empathy, and professionalism.
- Consistently meet and exceed critical operational KPIs, including call timeframes, customer response times, and target shipping windows.
- Routinely re-evaluate internal tracking and communication methods, helping to build and establish standard operating procedures (SOPs) to elevate our service level.
- Electronically organize and maintain customer and order records with meticulous attention to detail.
You might be an ideal candidate if:
- You genuinely enjoy talking to people, possess high emotional intelligence, and are entirely comfortable making frequent outbound calls.
- You love hitting targets, keeping score, and crossing the finish line on time. High volume doesn't scare you—it motivates you.
- You notice the little things. You understand that a typo in a record can mean a delayed shipment for a patient who needs it.
- You don't just follow a broken system; you look for ways to improve it.
Required Skills & Experience
- Education: College degree or equivalent professional experience.
- Experience: Previous experience in an office environment performing customer service or administrative tasks.
- Exceptional written and verbal communication skills.
- Proficiency in Microsoft Office (Excel, Word) and a strong aptitude for quickly learning new software, CRMs, and ticketing systems.
- Proven ability to multi-task, ruthlessly prioritize tasks, and manage time effectively in a fast-paced environment.
Preferred Qualifications
- 3+ years of experience in a high-volume customer service, patient coordination, or administrative role.
- Prior experience working with KPIs or target-driven performance metrics.
- Experience in the healthcare or medical equipment industry is a plus, but not required.
Job Type: Full-time
Pay: $58,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- In a couple sentences, tell us why you're interested in this position and what makes you a good fit for a customer service role.
- Please briefly describe what excellent customer service means to you.
Education:
Experience:
- Administrative: 3 years (Preferred)
Ability to Commute:
- Falls Church, VA 22042 (Required)
Ability to Relocate:
- Falls Church, VA 22042: Relocate before starting work (Required)
Work Location: In person
