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. In the State of MA this position pays between $21 / hr. - $25 / hr. depending on related experience and location.

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 (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 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