Customer Service Representative of Medical Devices

Rotech - Glen Burnie, MD2.7

Full-timeEstimated: $35,000 - $46,000 a year
EducationSkillsBenefits
JOB DESCRIPTION
OVERVIEW

Join the Leader in the Home Healthcare Industry and Let us be Your Road to Success!!

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 in the Rotech family of hometown companies contribute to delivering outstanding customer service and the very best in quality patient care through hundreds of locations across 48 states. Additional information can be found at www.rotech.com.

Why work for Rotech? If we take a look at all the ways employees benefit from working at Rotech, we have a philosophy we like to call: "The Rotech Difference."

What's the Rotech Difference? It's made up of all the benefits, services and offerings available to Rotech Employees. It is the employee-based strategies that make our company an employer of choice in the healthcare industry. As a member of the Rotech Healthcare Team, employees can take advantage of many great opportunities as part of their career path.

JOB INFORMATION

Summary

We are seeking a dedicated Customer Service Representative who wants to be part of a company that makes a difference in patients' lives. As a key member of the Customer Service Team, you provide customer service second to none while assuring the front end paperwork is compliant and is submitted with zero errors. You serve our customers by communicating with patients, referral sources and co-workers to effectively perform all tasks related to patient care and third party reimbursement.

Essential Duties and Responsibilities

Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
Assemblies charts and processes paperwork, including preparation of files for the Billing Department and completes batch reports for UPS deliveries
Assists with updating respiratory grid
Available for on-call assignments as needed
Builds relationships with locations, patients and referral sources
Clears previous day's route and checks all paperwork for accuracy and completeness
Collects co-pays and deductible amounts
Complies with applicable laws and regulations
Conducts insurance verification and eligibility for services/products
Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
Coordinates, collects and inputs all patient information and new patient set-ups
Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, products and services offered by the company, and FDA/DOT, JCAHO and all applicable governmental guidelines and regulations
Maintains referral log
Manages all aspects of intake; data entry, answering the phone, outbound calling, receiving faxes, maintaining referral source information and log and data input into IMBS
Monitors office supplies
Prepares and completes CMNs/SOPs for Sales Reps and documents on tracking log
Prepares deposit for location on a weekly basis
Prepares tickets for daily routes and coordinates timely fulfillment of products and services ordered.
Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
Provides service for walk-in patients and walk-in equipment requests
Provides technical assistance to customers as required
Verifies Medicare, Medicaid, and private insurance coverage information
Works extensively with e-Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input
Works with PSTs to coordinate deliveries
Works with sales reps to make referral sources' lives easier
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
Mapping skills including ability to plan time-saving 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

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

Physical Demands (where applicable)

Requires lifting and transporting of patient equipment and or move full & empty cylinders
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires driving a company vehicle for the majority of the workday
Requires the ability to load, push, pull and lift oxygen concentrators, oxygen tanks, portable oxygen units, positive airway pressure devices, wheelchairs, power wheelchairs, scooters, hospital bed parts, walkers, commodes and other home medical equipment and supplies in and out of location, warehouse, company vehicle, patient residence and/or delivery address

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

Rotech Offers

Career Path and Management Opportunities
Bonus
Employee Discounts, Referral Bonus, Recognition Program and Employee Service Program
Cell Phone reimbursement (when applicable for the position)
Mileage reimbursement (when applicable for the position)

Benefits

401k
Medical, Prescription, Dental and Vision plans
Flexible Spending Account and Health Savings Account
Short Term and Long Term Disability
Supplemental Life Insurance
Employee Assistance Program
Paid Time Off and Paid Holidays

Make the right move, create your job profile and apply today!!

This process will take approximately 2-5 minutes to complete. The hiring manager will review your resume and contact you if your qualifications match our needs. We appreciate your interest in Rotech Healthcare Inc.

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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.