Lofta Client Care Specialist

At Accendra Health, we understand that healthcare is complex, and we're here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

If you're interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life?.

The anticipated hourly range for this position is $16.50 ? $26.69 horuly. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

Lofta Client Care Specialist

Location: San Diego, CA (On-site)

Compensation: $16.50 ? $26.69 per hour

Schedule: Full-time

Relocation: Not provided

About the Role

In this position, you will serve as a front-line support expert for clients with CPAP-related purchases. Experience with CPAP products is required , as you?ll frequently troubleshoot technical product issues and guide clients through next steps.

This position also serves as a point of escalation for Lofta's Client Care team. While therapy adjustments or medical concerns are handled by a licensed Respiratory Therapist, you will be expected to accurately recognize when to resolve an issue independently and when to escalate.

You will support clients with a wide range of needs?including product questions, order status, payment or shipping issues?and will review prescriptions to ensure orders are accurate and ready for fulfillment. Lofta empowers our team to solve problems creatively and deliver an outstanding client experience from start to finish.

Additional administrative tasks may be assigned as needed.

Essential Duties & Responsibilities

• Handle incoming client calls, respond to voicemails, and help maintain a low call queue.
• Organize incoming emails, prescriptions, release-of-records requests, and faxes.
• Manage incoming chats via Intercom and assign as needed.
• Support all aspects of Home Sleep Testing operations and step in when required.
• Assign PAP prescription-required orders to teammates for follow-up.
• Review PAP prescriptions and authorize fulfillment within the Cin7 platform.
• Troubleshoot PAP devices, batteries, and assist clients with next steps.
• Process and assist with RMAs.
• Review all unfulfilled orders daily (PAP devices, batteries, supplies, HSTs, RT support, physician support).
• Take ownership of Customer Review orders and delegate next steps throughout the day.
• Manage mask returns via the Narvar system: approve, decline, cancel, or request more info.
• Process weekly returns listings for all products.
• Reach out to customers for Yotpo reviews and provide support or resolution when needed.
• Contact 1st Night Loftacare clients who have not scheduled appointments.
• Assist with order cancellations when retention is not possible.
• Monitor physician?declined requests for unqualified customers needing prescription renewals or sleep tests.

Skills, Knowledge & Abilities

• Comfortable working under pressure and meeting tight deadlines.
• Passionate about delivering excellent service and continuously improving.
• Self?motivated, professional, detail?oriented, and a strong communicator.
• Open to constructive feedback and collaborative idea exchanges.
• Experience with Shopify, Intercom, ReCharge, Itamar CloudPAT, Docusign, Narvar, Yotpo, Dashboard, and Careview.
• Strong understanding of unfulfilled order workflows.
• Ability to identify and recommend process improvements.
• Prior customer service experience is a plus.
• Proficient computer and internet skills (Apple preferred).
• Quick thinker, fast learner, organized, and able to absorb technical information.
• Experience in e?commerce or healthcare settings is beneficial.
• Experience with CPAP or other durable medical equipment is strongly preferred.
• Able to collaborate effectively and handle multiple responsibilities.
• Highly organized and focused.

Why Join Lofta?

Lofta offers competitive pay, comprehensive benefits, and flexible scheduling. We foster an employee?friendly culture centered on work?life balance and career development.

Teammate Benefits

As an Accendra Health employee, you have choices to fit your life. Our comprehensive benefits program is designed to meet you where you are ? through all of life's stages. We?ve got you and your family covered with benefits that support your health, finances, and overall wellness.

Our benefits program includes:

• Medical, dental, and vision care coverage
• Paid time off plan
• 401(k) Plan
• Flexible Spending Accounts
• Basic life insurance
• Short-and long-term disability coverage
• Accident insurance
• Teammate Assistance Program
• Paid parental leave
• Domestic partner benefits
• Mental, physical, and financial well-being programs

If you feel this opportunity could be the next step in your career, we encourage you to apply.

Accendra 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.

_Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means._

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