Customer Service Representative Medical Equipment

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

• Performs other duties as assigned
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• 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, inputting data into IMBS, printing tickets, assembling charts and processing paperwork
• Coordinates all patient information, processes paperwork, including preparation of file for billing department and completes batch reports for UPS deliveries
• Provides technical assistance to customers
• Prepares deposit for location on a weekly basis
• Prepares invoices for next day routes
• Monitors office supplies
• Clears previous day’s route and checks all paperwork for accuracy and completeness
• Works with outside agencies to resolve customer issues
• Prepares tickets for daily routes
• Processes paperwork-confirms tickets, inputs new patient set-ups and assembles charts
• Completes SOPs/CMNs and documents on tracking log
• Provides service for all retail/walk-in equipment requests
• Prepares complete and accurate files for billing department
• Assists with updating respiratory grid and maintains referral log
• Verifies Medicare, Medicaid and private insurance coverage information

Supervisory Responsibilities: None

MORE ABOUT THE POSITION

• Employment is contingent on
• 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)
• Background investigation (company-wide)

Education and/or Experience

• 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
• High school diploma or GED equivalent

Skills, Knowledge and Abilities

• Self-motivational, organized, me-management and deductive problem solving skills
• Mapping skills including ability to plan me-saving delivery routes
• Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication, and division
• Knowledge of insurance policies and requirements
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• 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
• Interpret a variety of instructions in a variety of communication mediums
• Mechanical aptitude with ability to learn
• Medical terminology
• Helpful, knowledgeable and polite while maintaining a positive attitude
• Sense of urgency and responsiveness to physicians, location employees and patients
• Multi-task along with attention to detail
• Knowledge of medical billing practices and of billing reimbursement
• Work independently and as part of a team
• Read and successfully interpret written directions and/or instructions in English

Physical Demands

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

Machines, Equipment and Technical Abilities

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

Work Environment

• Office environment

Benefits

• 401k
• Bonus and Incentive Opportunities
• Generous Paid Time Off and Paid Holidays
• Medical, Dental and Vision
• Employee Recognition Program
• Life Insurance and Disability
• Employee Discount Program

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.

Rotech Healthcare Inc. is a DRUG FREE WORKPLACE