Medical Equipment Operations Customer Service Remote

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
Summary
We are seeking a dedicated Customer Service Representative Market Operations to join the Rotech team. This position is 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 CO this position pays between $21/hr - $25/hr depending on related experience; (Denver $22/hr - $24/hr)
The CSR Market Operations is also responsible for directing and managing new patient set ups, existing patient requests and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR Market Operations may also be assigned additional job duties as required and additional projects to support the location in achieving their goals.
Essential Duties and Responsibilities

• Communicates and works with operations and sales staff to reduce internal work-flow issues and errors that impact processing time-lines and patient care. Is proficient at managing varying expectations per each referral source and sales rep
• Complies with and follows internal and company-wide operating protocols in processing role. Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
• Assists with updating respiratory grid
• Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals. Is expected to hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
• 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
• Works with outside agencies to resolve customer issues
• Processes paperwork-confirms tickets, inputs new patient set-ups, and completes daily assigned work in an accurate and timely manner
• Prepares invoices for next day routes
• Monitors office supplies
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line. Maintains understanding of internal policies and procedures. The CSR Market Operations is expected to maintain expertise of insurance requirements for their primary locations in addition to a working knowledge of their colleague's primary locations to provide coverage
• Provides technical assistance to customers
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Performs other duties as assigned
• Manages the process of rolling on and rolling off locations to the Region teams including leading kickoff meetings, training sessions, and communicating expectations and processes to primarily location manager, sales staff, and CSRs

Work Rate and Performance Expectations
All work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality/accuracy of work completed
Internal recommendations: Dedicated In-box Processor - 20-25 tickets per day / In-box/OIP Processor - 10-12 tickets & 30-35 OIP accounts per day / OIP Processor - 50-70 accounts per day (Work rate expectations dependent on tenure of position)
Qualifications
Employment is contingent on

• Valid driver's license in state of residence with a clean driving record (when applicable for the position)
• Background investigation (company-wide)
• Drug screen (when applicable for the position)

Education and/or Experience

• Strong customer service background preferred
• Experience in medical field and administrative record management preferred
• High school diploma or GED equivalent

Skills, Knowledge and Abilities

• Deductive problem solving skills
• Strong self-motivation and time-management skills
• Knowledge of appropriate telephone etiquette
• Medical terminology preferred
• Ability to work independently and as part of a team
• Communicates effectively with employees, patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner
• Knowledge of insurance policies and requirements preferred
• Strong verbal and written communication skills
• Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
• Ability to multi-task along with attention to detail
• Flexible approach
• Strong organizational and prioritization skills
• Strong sense of urgency and responsiveness to customers
• Knowledge of medical billing practices and billing reimbursement preferred

Physical Demands

• Requires sitting, walking, standing, talking or listening
• Requires close vision to small print on computer and or paperwork

Machines, Equipment and Technical Abilities

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

Rotech Information
Benefits

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

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account . We appreciate your interest in Rotech Healthcare Inc.
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.