Medical Equipment Customer Service Representative

OVERVIEW

Join the Leader in the Home Healthcare Industry

Rotech Healthcare Inc. is a national leader in providing Respiratory and Sleep Apnea treatment as well as home medical equipment.   Each and every day, thousands of employees contribute to delivering outstanding customer service and patient care through hundreds of locations across 45 states. For additional information, please visit our company homepage Rotech.com

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JOB INFORMATION

Summary

We are seeking a dedicated Customer Service Representative.  In this role you will be 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 Duties and Responsibilities

• Clears previous day’s route and checks all paperwork for accuracy and completeness
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Coordinates all patient information, processes paperwork
• Develops and maintains a working knowledge of current products and services and Medicare, Medicaid, insurance regulations and FDA/DOT and JCAHO guidelines
• Manages all aspects of intake; answering the phone and receiving faxes, collecting patient and referral source information, printing tickets, assembling charts and processing paperwork
• Monitors office supplies
• Prepares complete and accurate files for billing department
• Prepares tickets for daily 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
• Performs other duties as assigned

Supervisory Responsibilities

• None

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)

Education and/or Experience

• High school diploma or GED equivalent
• One to three years of related prior work experience in a team-oriented environment
• Experience in medical field and administrative record management
• Strong customer service background

Skills, Knowledge and Abilities

• Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
• Helpful, knowledgeable and polite while maintaining a positive attitude
• Interpret a variety of instructions in a variety of communication mediums
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Knowledge of insurance policies and requirements
• Knowledge of medical billing practices and of billing reimbursement
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Mapping skills including ability to plan time-saving delivery routes
• Mechanical aptitude with ability to learn
• Medical terminology
• Multi-task along with attention to detail
• Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division
• Read and successfully interpret written directions and/or instructions in English
• 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

Physical Demands

• Lift 10lbs at times
• Requires sitting, walking, standing, talking or listening; extensive hours sitting at a desk
• Requires close vision to small print on computer and or paperwork; extensive hours working on the computer

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.
• Office equipment; fax machine, copier, printer, phone and computer

Work Environment

• Office environment

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 

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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.