Medical Equipment Customer Service Representative

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

Predictable and regular attendance (arrive to work on time)

Ability to work cooperatively with others

Deal politely with patients and referral sources

Manage several tasks at once

Performs other duties as assigned

Qualifications :

Employment is contingent on background investigation, drug screen, and valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and / or Experience :

High school diploma or GED equivalent, required

Preferred Education and / or Experience :

Experience with medical equipment, preferred

Experience with medical billing practices and of billing reimbursement, preferred

Experience in medical field and administrative record management, preferred

One year of related work experience, preferred

Medical terminology, preferred

Skills and Competencies :

Accurately perform simple mathematical calculations

Effectively communicate in English; both oral and written

Interpret a variety of communications (verbal, non-verbal, written, listening and visual)

Maintain confidentiality, discretion and caution when handling sensitive information

Multi-task along with attention to detail

Self-motivation, organized, time-management and deductive problem solving skills

Work independently and as part of a team

Machines, Equipment and Technical Abilities :

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 :

Lift and carry office equipment at times

Requires lifting (minimum of 35 pounds) and transporting of patient equipment

May be required to cover on call, drive a company vehicle and make deliveries to patient's homes

Requires contact with patients and equipment with potential exposure to contagious pathogens

Requires sitting, walking, standing, talking and listening

Requires close vision to small print on computer and / or tablet and paperwork

Rotech Information 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

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All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days.

We appreciate your interest in Rotech Healthcare Inc. 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.