Customer Support Specialist (NPWT) REMOTERotech Healthcare Inc. • Roy, UT, United States

Customer Support Specialist (NPWT) REMOTE

Rotech Healthcare Inc. • Roy, UT, United States

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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 Negative Pressure Wound Therapy Customer Support Specialist to join our team. In this position, you will provide support to the customers of the Support Center (patients, referral sources and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing and care related information and processing. First line of contact with new customers.

Pay starting at $15 with potential to earn more depending on related experience

Monday - Friday 8am - 5pm
100% REMOTE Work from Home day one of employment, Must live in the US

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.)

Able to manage projects and oversee them

Audit teams work and find areas of improvement

Brings ideas for process or efficiency improvements to supervisor

Builds relationships with locations, field management, patients and referral sources

Certain functions require outbound calling and data entry

Collects co-pays and deductible amounts

Conducts insurance verification and eligibility for services / products

Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns

Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA / DOT and JCAHO guidelines

Develops and maintains working knowledge of current products and services

Maintains accuracy and quality control throughout patient contact and data input

Manages all aspects of initial intake : answering the phone and receiving faxes, collecting patient and referral source information, inputting data into HRCM and eIntake, printing tickets, assembling charts and processing paperwork

Obtains authorization and qualification documentation

Prepares complete and accurate files for Billing Department

Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral and employee satisfaction

Processes work orders to field locations and coordinates timely fulfillment of products and services ordered

Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing

Provides product / service information by answering questions, offering assistance

Provides technical assistance to customers as required

Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies

Works directly with the field and their direct contact person

Works extensively with eIntake proprietary system

Performs other duties as assigned

Qualifications

Employment is contingent on

Background investigation ( company-wide )

Drug screen ( when applicable for the position )

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

Extensive knowledge of documentation needed for all wound types

Extensive knowledge of insurance requirements for NPWT

Medical terminology, preferred

One year of related work experience, preferred

Strong customer service background, preferred

Skills and Competencies

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

Sense of urgency and responsiveness to physicians, location employees and patients

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 sitting, walking, standing, talking and listening

Requires close vision to small print on computer and / or tablet and paperwork; extensive hours working on the computer

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, HSA and FSA / Dependent Care FSA

Medical, Prescription, Dental and Vision

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

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account . 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.

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Customer Support Specialist • Roy, UT, United States