Medical Equipment Customer Service Representative

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

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.)

• 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 (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

• 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

• 401k
• Medical, Dental and Vision
• Life Insurance and Disability
• Generous Paid Time Off and Paid Holidays
• Employee Discount Program
• Employee Recognition Program
• Bonus and Incentive Opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
5 hours ago