Inbound Leads, Medical Records & Customer Success Specialist (Remote)

Company: SLB Healthcare
Role Type: Temporary to Full-time (work from home)
Schedule: US Eastern Time (Mon–Fri, ~8:00am–5:00pm EST)
Compensation:

About SLB
SLB helps families access services through Medicaid. We move fast, care deeply about families, and obsess over accuracy and follow-through.

What You’ll Do
1) Growth & Intake - Inbound Sales
Respond to Facebook/Google leads quickly; qualify fit; book RN assessments.

Send appointment reminders and prep clients on what to expect and documents to have ready.

2) Physician & Hospital Coordination (Medical Records)
Call physician/hospital offices same day after an RN assessment to request the Physician Plan of Treatment (PPOT) and DVN.

Confirm named contact, direct line, and correct fax/secure email; send fax/email request with cover sheet and HIPAA authorization.

Follow up at T+2 and T+4 business days; log all attempts.

Route received documents to Compliance for QA & filing; track to closure.

3) Customer Success (Families & Caregivers)
Serve as a warm, reliable point of contact: answer/return calls, resolve common issues, and escalate appropriately.

Do welcome calls for new families; set expectations on scheduling, timesheets, and communication.

Conduct brief check-ins (e.g., day 3, day 14, monthly) to catch issues early.

Retention saves: when families report concerns (missed shifts, communication issues), coordinate fixes and confirm resolution.

Help chase missing timesheet signatures politely and professionally.

Document every interaction clearly in our CRM/task board.

4) Scheduling Support
Coordinate RN assessment and supervisory visit calendars with Operations; send confirmations and reminder texts.

Success Metrics (KPIs)
Medical Records turnaround: ? 3 business days from RN assessment (? 90% on-time).

QA pass rate (first pass): ? 98% for received documents.

Lead speed-to-first-touch: ? 5 minutes during business hours.

RN assessment show rate: ? 90%.

Customer success: CSAT ? 90% on quick post-interaction surveys; Retention saves documented with resolution within 2 business days; timesheet signature recovery rate ? 98% by cutoff.

Must-Have Qualifications
Excellent spoken and written English; confident, friendly phone presence.

Inbound calling experience (leads from facebook/google/referrals).

Outbound calling experience (US healthcare, insurance, BPO, or medical office coordination preferred).

Organized and persistent; follows a cadence (T+2/T+4) without being pushy.

Strong note-taking and task management; comfortable working from checklists.

Stable internet (at least 25 Mbps), quiet workspace, headset.

Nice-to-Have
Experience with inbound sales, customer success and medical records coordination.

Tools We Use
RingCentral (calls/text/fax), Google Workspace, Spreadsheet & GoHighLevel (tasks/CRM), Adobe (e-sign), shared fax/email.

Work Style We Value
Empathy + professionalism with families and clinicians.

Ownership: you don’t let tickets age without an update.

Clarity: short, useful notes; clear next action and due date.