CPAP Customer Service Representative

About Rotech

Join a Leader in Home Healthcare

At Rotech Healthcare Inc ., we're more than a medical equipment provider-we're a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Overview and Responsibilities

Job Summary

We are seeking a dedicated Customer Service Representative - CSR CPAP 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. The CSR is also responsible for directing and managing new patient set ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR may also be assigned additional job duties as required and additional projects to support the location in achieving their goals.

In the State of FL this position pays between $17 / hr. - 19.50 / hr. depending on related experience and location.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care
• Communicates with patients / clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient / client questions and concerns are processed in a timely manner
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Complies with and follows internal and company-wide operating protocols in processing role
• Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
• Expected to maintain expertise of insurance requirements for locations serviced in the division
• Hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
• Internal recommendations : Dedicated Inbox Processor - 20 tickets per day; Inbox / OIP Processor - 10 tickets & 30 OIP accounts per day; OIP Processor - 60 accounts per day (Work rate expectations dependent on tenure of position)
• Maintains understanding of internal policies and procedures.
• Processes new orders : inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner
• Proficient at managing varying expectations per each referral source and sales rep
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
• Work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality / accuracy of work completed
• Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals
• Works with colleague's to support the overall goals of the team
• Work from home position requirements : Have adequate Internet and work space free from distractions
• Performs other duties as assigned

Qualifications

Employment is contingent on

Required Education and / or Experience

Preferred Education and / or Experience

Skills and Competencies

Machines, Equipment and Technical Abilities

Physical Demands

Rotech Information

Benefits

Commission for Account Executives

Fixed and variable rate car reimbursement for Area Managers and Account Executives

Meru Health Mental health and Mercer SmartConnect Medicare programs

Livongo Diabetes and High Blood Pressure programs

Healthcare Bluebook and RX Savings solutions programs

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Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. 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.