We think our team here at Comfort Medical is pretty amazing. That’s why we like to give our readers a closer look at the people who make this company thrive and stand out in our industry. Today, we’re getting to know someone who works in our Patient Relations department. Meet Account Representative, Roxana!
Roxana, tell us a little bit about your professional background.
For three years I worked as a Customer Service (webroom) Agent for an Access FLFCC. My role was to help people by providing advice and supporting them with their applications.
I have been working as a Customer Service Representative for medical supplies since 2019. I’ve provided support for incontinence, urological, wound and skin, diabetic and ostomy products for Affordable Medical. In May 2021 Affordable Medical was acquired by Comfort Medical and I transitioned to my current role as a Customer Service / Reorder Account Representative for the Patient Relations Department. I know support incontinence and ostomy products. I love and enjoy working with customers in person, over the phone, chat, text, or email and give superior service, showing and giving the best of me to make it happen!!
What does a day on the job entail for you?
To start my day, I begin with pending e-mails, texts, and voicemails. Then I go over other items that need my attention such as providing following up on accounts, insurance verifications and submitting orders for shipments. Another priority is replying to emails from management, vendors and teammates. I also provide support for projects and train co-workers.
What impact do you hope to have with your customers?
I want to make them feel that they are like any of us, that all of us can have health conditions and even though sometimes we have to go through a lot, we can make this together! I like to always make them know I am a call away to attend and help with their questions or doubts.
Where does your desire to help people come from?
Helping others is my passion. I’ve always have seen that in my family since I was a child. I guess I get it from my mom.
In what way does your work affect the customer experience?
Making things easier in this process. Sometimes patients are nervous or worried about getting the best supplies according to their needs. My key is that instead of adding an extra load of problems, I always try to give the best solution.
What do you like best about working at Comfort Medical?
Working for Comfort has been a great experience. We are a great team! People are super friendly and always able to help. I love the flexibility the company has and management is amazing!
What is something you’ve recently learned to do?
I am getting deeper into the ostomy supplies world. I think every day is a new learning experience.
When you were a child, what did you want to be when you grew up?
When I was a child, I wanted to be an OB/GYN.
What fills your time when you’re not working?
I spend time with my family. My two kids are my world. Having fun with them playing, watching them practicing sports, watching their games, watching TV, going out to the park, to ice cream places, shopping and we love traveling.
If you could play the part of someone famous in a movie or TV show, who would it be? Why?
I am not sure about that one yet!!
What’s an interesting or quirky fact about yourself?
My sense of humor and my positive attitude for life.