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, and perform 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, medical billing practices and billing reimbursement, experience in medical field and administrative record management, one year of related work experience, medical terminology.

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 include 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, telephone reimbursement, 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, Mercer SmartConnect Medicare programs, Livongo Diabetes and High Blood Pressure programs, Healthcare Bluebook and RX Savings solutions programs, HEPB and TB vaccinations.