Customer Service Representative

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services, and outstanding customer care through hundreds of locations across 45 states.

Job Summary

We are seeking a dedicated Customer Service Representative to join our team. In this position, you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers, and referral sources as it relates to patient services and third party reimbursement.

Essential Job Duties and Responsibilities

Assists with updating respiratory grid. Clears previous day's route and checks all paperwork for accuracy and completeness. Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner. Completes SOPs/CMNs and documents on tracking log. Complies with all applicable company policies and procedures to meet JCAHO and company standards. Coordinates all patient information, processes paperwork, including preparation of file for Billing Department, and completes batch reports for UPS deliveries. Maintains referral log. Monitors office supplies. Prepares deposit for location on a weekly basis. Prepares invoices for next day routes. Processes paperwork-confirms tickets, inputs new patient set-ups, and assembles charts. Provides service for all retail/walk-in equipment requests. Provides technical assistance to customers. Verifies Medicare, Medicaid, and private insurance coverage information. Works with outside agencies to resolve customer issues. May be required to cover on call, drive a company vehicle and make deliveries to patient's homes. Performs other duties as assigned.

Qualifications

Employment is contingent on background investigation and drug screen. Valid driver's license in state of residence with a clean driving record (when applicable for the position) is required. High school diploma or GED equivalent is required. Experience with medical equipment, medical billing practices and billing reimbursement, experience in medical field and administrative record management, and one year of related work experience are preferred. Skills and competencies include accurately performing simple mathematical calculations, effectively communicating in English; both oral and written, interpreting a variety of communications, maintaining confidentiality, discretion and caution when handling sensitive information, multi-tasking along with attention to detail, and self-motivation, organized, time-management and deductive problem solving skills. Machines, equipment and technical abilities include email transmission and communication, internet navigation and research, Microsoft applications; Outlook, Word and Excel, office equipment; fax machine, copier, printer, phone, and computer and/or tablet. Physical demands include lifting and carrying office equipment at times, lifting (minimum of 35 pounds) and transporting of patient equipment, contact with patients and equipment with potential exposure to contagious pathogens, and sitting, walking, standing, talking and listening. Requires close vision to small print on computer and/or tablet and paperwork.

Benefits

Generous paid time off and paid holidays. Overtime pay for non-exempt hourly positions based on business needs. Commission for Account Executives. Fixed and variable rate car reimbursement for Area Managers and Account Executives. Employee discount program. Employee recognition program. Bonus and incentive opportunities. Mileage reimbursement (when applicable for the position). Telephone reimbursement (when applicable for the position). EAP. 401k. Medical, Prescription, Dental and Vision. HSA and FSA/Dependent Care FSA. Life Insurance, Disability, Accidental death, Identity protection and Legal services. Meru Health Mental health and Mercer SmartConnect Medicare programs. Livongo Diabetes and High Blood Pressure programs. Healthcare Bluebook and RX Savings solutions programs. HEPB and TB vaccinations.

Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.