Medical Equipment Customer Service Representative

About Rotech

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. For additional information, visit our company homepage Rotech.com

Overview And Responsibilities

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.)

• Processes paperwork-confirms tickets, inputs new patient set-ups, and assembles charts
• Works with outside agencies to resolve customer issues
• Monitors office supplies
• Provides service for all retail/walk-in equipment requests
• Completes SOPs/CMNs and documents on tracking log
• Maintains referral log
• 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
• May be required to cover on call, drive a company vehicle and make deliveries to patient's homes
• Prepares deposit for location on a weekly basis
• Coordinates all patient information, processes paperwork, including preparation of file for Billing Department, and completes batch reports for UPS deliveries
• Assists with updating respiratory grid
• Prepares invoices for next day routes
• Provides technical assistance to customers
• 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
• Performs other duties as assigned
• Verifies Medicare, Medicaid, and private insurance coverage information

Qualifications

Employment is contingent on

• Background investigation (company-wide)
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
• Drug screen ( 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 billing practices and of billing reimbursement, preferred
• One year of related work experience, preferred
• Medical terminology, preferred
• Experience with medical equipment, preferred
• Experience in medical field and administrative record management, preferred

Skills And Competencies

• Multi-task along with attention to detail
• Effectively communicate in English; both oral and written
• Work independently and as part of a team
• Accurately perform simple mathematical calculations
• Maintain confidentiality, discretion and caution when handling sensitive information
• Self-motivation, organized, time-management and deductive problem solving skills
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)

Machines, Equipment And Technical Abilities

• Internet navigation and research
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet
• Microsoft applications; Outlook, Word and Excel
• Email transmission and communication

Physical Demands

• Lift and carry office equipment at times
• 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 lifting (minimum of 35 pounds) and transporting of patient equipment
• Requires close vision to small print on computer and/or tablet and paperwork

Rotech Information

Benefits

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

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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.