At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
Medical, dental, and vision insurance, available on first working day
401(k), eligibility after one year of service
Employee stock purchase plan
Tuition reimbursement
Job Description
$16.50 - $26.69 / Hour
In this role, you will provide front-line client services related to their CPAP-related purchases.
Product experience with CPAP is required as you will need to be able to troubleshoot technical
issues with clients. This role is a point of escalation for the Lofta Client Care Specialist. Therapy
adjustments or therapy problems are not handled by this role, but instead by a licensed respiratory
therapist. However, it is expected that this role could comfortably distinguish between client care
areas they should handle directly or therapy-related issues that should be referred to and RT.
Client support includes product questions, order status, payment issues, or shipping status. This role
will have access to review prescriptions along with making sure all information on order is correct and will give authorization for Fulfillment team to process and fulfilling orders. Lofta’s focus is
providing the best client experience in the industry and this role is empowered to solve our client’s
problems. Product knowledge is required to start this position, you will be expected to work and
process any request related to the product Lofta sells and provide support to clients who have
purchased.
Additional administrative responsibilities may be assigned as needed by the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES
● Comfortable in taking incoming calls, responding to voicemails, and maintaining a low call
volume.
● Organizing incoming emails, prescription, release of records, and fax requests.
● Maintaining a low volume of incoming chats (intercom platform) and assigning if need to.
● Experienced in managing all aspects of a Home Sleep testing operation and stepping in when
required.
● Comfortable in assigning PAP prescription required orders to teammates for follow ups.
● Reviewing PAP Prescriptions prior to authorizing Fulfillment of order in Cin7 platform.
● Able to troubleshoot PAP device, battery, and assist with next steps in process.
● Assist with RMA’s.
● Daily review on all Unfulfilled orders for PAP devices, Batteries, Supplies, Home Sleep Tests,
Respiratory Therapist Support, and Physicians support.
● Take charge and review all Customer Review orders that need attention throughout the day,
delegate next steps.
● Review and process any mask return for Narvar Return’s process: approve, decline, cancel or
seek more information on store credits.
● Review and process a weekly Returns Listing for all products.
● Reach out to customers for Yotpo reviews and offer assistance and resolution.
● Follow a listing for all 1st night Loftacare clients that have not scheduled appointments and
reach out on all methods of contact.
● Assist with cancellations of product orders after thorough review of order if unable to save.
● Assigned to Physician declined requests email for unqualified customers for prescription
renewal or home sleep testing.
SKILLS, KNOWLEDGE AND ABILITIES
Comfortable working under pressure within tight deadlines.
● Passionate about excellence and constantly raising the bar.
● Self-motivated, professional, detail-oriented, and possess excellent oral and written
communication skills.
● You take constructive criticism with ease and grace, embrace idea exchanges and have an
open mind.
● Experience with Shopify, Intercom, ReCharge, Itamar CloudPat, Dashboard, Docusign, Narvar
Returns, Yotpo Reviews, and Careview.
● Experience reviewing unfulfilled orders.
● Ability to identify process improvements.
● Customer service experience is a plus.
● Proficient computer (Apple preferred) and internet skills.
● Quick thinker, fast learner, multi-tasker, organized, and ability to absorb technical information
and use that in your job
● Comfortable working under pressure within tight deadlines
● You take constructive criticism with ease and grace, embrace idea exchanges and have an
open mind.
● Experience working in a similar role in the e-commerce space or healthcare.
● Experience with durable medical equipment such as CPAP equipment.
● Ability to collaborate with team members and wear a lot of hats.
● Organized and focused
Lofta offers competitive pay, comprehensive benefits, and schedule flexibility. We feature an
employee-friendly work culture focusing on work life balance and career development
opportunities.
*This position is located in San Diego and does not provide relocation.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.