Funded Device Repair Support

Job Description

Salary: $18.64 - $23.30.

A unique opportunity to become part of something special.

At PRC-Saltillo, we have a mission to provide voices to children and adults who are unable to communicate effectively with their natural voices. Each year, we provide voices to thousands of individuals through our specialized communication devices and software. We serve individuals with Autism, ALS, Cerebral Palsy, Aphasia and a variety of other conditions. Our products not only provide the ability to speak, but open opportunities for education, vocation and simply fuller participation in life.

All applicants need to go to our website to apply

Position Summary: The Funded Device Repair Support is responsible for supporting customers throughout the process for repairs that need to go through health insurance funding. This support usually starts once a service CA (call authorization) number has been created and continues at different points until the customer receives the repaired device. The position will work closely with customers and the internal departments. This role also supports documentation of policies, procedures, and communication scripts for this funded repair process.

Duties and Responsibilities:

Supports customers to create a repair application in the AAC Funding Portal (AFP) after a CA number has been created for a funded repair.

Helps customers complete the “Client Information” and “Insurance/AOB” sections and/or adds contributors in the Repair Application.

Completes tasks as assigned in AFP and updates enterprise resource planning (ERP) system to support funded repair process.

Monitors open funding repairs and takes action to facilitate forward progress and/or close the CA across all systems (e.g., reaches out to customer to support return of broken device or set up a repair application).

Serves as the liaison between internal departments to ensure communication and forward movement with the repair.

Uploads repair documentation (e.g., repair estimate, service history, serviceability letters) into AFP.

Follows up on any outstanding funding estimates that have not been completed during the specified period.

Participates in continuous improvement activities to achieve key performance

indicator (KPI) targets, identifies pain points in the funded repair process, and other goals and objectives set for the department.

Supports customers to request and/or return loaners as needed.

Communicates with customers through various channels. Answers general questions from customers about the funded repair process and acknowledges customer complaints.

Assists with feature testing on repaired merchandise to ensure product meets all test

procedures and the Company’s quality standards.

Assists others with their tasks within the department.

Maintains a positive, empathetic, and professional attitude toward customers.

Maintains confidentiality outlined in the privacy portion of the federal Health Information Privacy and Portability Act of 1996.

Attends and actively participates in required

Performs other duties as

Required Skills/Abilities:

Strong interpersonal and customer service

Strong verbal and written communication

Organized with excellent time management skills and a proven ability to meet

A service mindset with a focus on delivering excellent customer experience, satisfaction, and

Flexible, with ability to adapt to fast-paced, rapidly changing

Detail- and process-oriented.

Ability to maintain a positive attitude, and act professionally during time of high stress.

Ability to work well both independently and with others in a

Education and Experience:

High school diploma or general equivalency degree (GED) is required.

At least one year of customer service experience is required.

Experience with Microsoft Word, Excel and Outlook is strongly recommended.

Experience in a medical office is preferred.