Customer Service Specialist

Approved Opening Statement

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

Job Purpose

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.

Key Responsibilities Essential Duties

• 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.
• Educate patients and customers on ROMTech products, usage expectations, delivery timelines, and service processes.
• Manage inbound and outbound telephone calls, emails, and other communications with professionalism, urgency, and accuracy.
• Resolve customer concerns, complaints, and service-related issues while maintaining compliance with HIPAA and company policies.
• Accurately document customer interactions, account activity, and service requests within CRM, EMR, and other designated systems.
• Monitor open orders, delayed orders, and backorders, proactively communicating updates and coordinating resolution activities.
• Support Sales, Operations, and Customer Success teams through order processing, tracking, and customer follow-up communications.
• Collaborate with cross-functional teams including Sales, Logistics, Billing, Clinical Operations, and Customer Success to ensure a seamless customer experience.
• Maintain customer records and account information with a high degree of accuracy and attention to detail.
• Ensure compliance with applicable policies, procedures, quality standards, and confidentiality requirements.
• Support customer satisfaction initiatives and contribute to departmental service-level goals and key performance indicators.

• Assist with administrative and operational support activities as needed.
• Participate in training, onboarding, and professional development programs.
• Contribute to process improvement initiatives and workflow optimization efforts.
• Support special projects and departmental initiatives as assigned.
• Performs other related duties as assigned to support operational and business needs.