JOB DESCRIPTION
At ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician guided at-home rehab while delivering an outstanding experience throughout their recovery journey.
ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.
Position Title: Customer Service Specialist
Department: Customer Success
Reports To: Customer Service Supervisor
Location / Work Environment: Clearwater Office Environment
Worker Classification: W-2 Employee
FLSA Status: Non-Exempt
Job Level: Standard
The Customer Service Specialist serves as a primary point of contact for patients, healthcare providers, and internal teams, supporting order-related inquiries, service requests, and account coordination. This role ensures timely communication, accurate documentation, and effective issue resolution while maintaining compliance with HIPAA and company policies. By delivering high-quality service, supporting order visibility and follow-through, and collaborating across departments, this position contributes to a seamless customer experience and supports ROMTech's Clinician guided at-home rehab model.
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Serve as the primary point of contact for patients, clinics, healthcare providers, and internal stakeholders regarding product orders, service requests, account inquiries, and operational support needs.
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Educate patients and customers on ROMTech products, usage expectations, delivery timelines, and service processes.
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Manage inbound and outbound telephone calls, emails, and other communications with professionalism, urgency, and accuracy.
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Resolve customer concerns, complaints, and service-related issues while maintaining compliance with HIPAA and company policies.
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Accurately document customer interactions, account activity, and service requests within CRM, EMR, and other designated systems.
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Monitor open orders, delayed orders, and backorders, proactively communicating updates and coordinating resolution activities.
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Support Sales, Operations, and Customer Success teams through order processing, tracking, and customer follow-up communications.
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Collaborate with cross-functional teams including Sales, Logistics, Billing, Clinical Operations, and Customer Success to ensure a seamless customer experience.
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Maintain customer records and account information with a high degree of accuracy and attention to detail.
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Ensure compliance with applicable policies, procedures, quality standards, and confidentiality requirements.
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Support customer satisfaction initiatives and contribute to departmental service-level goals and key performance indicators.
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Assist with administrative and operational support activities as needed.
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Participate in training, onboarding, and professional development programs.
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Contribute to process improvement initiatives and workflow optimization efforts.
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Support special projects and departmental initiatives as assigned.
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Performs other related duties as assigned to support operational and business needs.
JOB QUALIFICATIONS
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Strong customer service and relationship management skills.
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Excellent verbal and written communication abilities.
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Ability to manage high-volume, multi-channel communications including phone, email, and messaging platforms.
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Strong organizational, prioritization, and multitasking skills.
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Attention to detail and accuracy in documentation and recordkeeping.
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Ability to professionally and effectively resolve customer concerns.
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Strong problem-solving and critical-thinking abilities.
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Ability to work effectively in a fast-paced, team-oriented environment.
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Basic proficiency with Microsoft 365 applications and standard business software.
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Bilingual proficiency in Spanish and English.
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Familiarity with CRM, EMR, or healthcare-related systems.
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Knowledge of healthcare operations, medical devices, durable medical equipment (DME), or patient support services.
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Experience supporting patient engagement or customer success programs.
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Minimum of two (2) years of customer service, call center, dispatching, customer support, or related experience.
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Experience in healthcare, medical device, durable medical equipment (DME), rehabilitation, or related industries.
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Experience utilizing CRM, EMR, or customer support platforms.
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High School Diploma or equivalent.
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Additional education in Healthcare Administration, Business, Communications, or a related field.
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Customer service, healthcare support, or related professional certifications.
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Ability to sit at a computer terminal for an extended period.
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Moderate noise (i.e., phone calls, online meetings, computer audio).
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While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
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Specific vision abilities required by this job include close vision requirements due to computer work.
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Regular, predictable attendance is required.
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Must be able to communicate clearly and professionally in both verbal and written formats.
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Must be able to engage in active listening and express ideas effectively in person, by phone, and via virtual meetings.
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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing [email protected].
