Customer Service Representative for Negative Pressure Wound Therapy Resupply

4 weeks ago

Roy, Utah, United States Rotech Healthcare Full time
About Rotech

Rotech Healthcare Inc. is a national leader in providing medical equipment and services to patients across the country. Our team is dedicated to delivering high-quality products and exceptional customer care.

Job Summary

We are seeking a dedicated Customer Service Representative to join our team. In this role, you will provide support to our customers by performing tasks related to patient care and third-party reimbursement. You will be the first point of contact for new customers and will be responsible for processing new orders, responding to questions, and resolving issues in a timely manner.

Key Responsibilities
  • Build relationships with locations, field management, patients, and referral sources
  • Collect co-pays and deductible amounts
  • Conduct insurance verification and eligibility for services/products
  • Conduct patient satisfaction calls and act as patient advocate to resolve questions or concerns
  • Develop and maintain a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
  • Develop and maintain working knowledge of current products and services offered by the company
  • Maintain accuracy and quality control throughout patient contact and data input
  • Manage all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into HRCM and eIntake, printing tickets, assembling charts, and processing paperwork
  • Obtain authorization and qualification documentation
  • Prepare complete and accurate files for Billing Department
  • Process new orders, respond to questions, resolve issues, or forward to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
  • Process work orders to field locations and coordinate timely fulfillment of products and services ordered
  • Provide education to referral sources, patients, and employees on qualifications for service and third-party billing
  • Provide product/service information by answering questions, offering assistance
  • Provide technical assistance to customers as required
  • Provide thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
  • Work extensively with eIntake proprietary system
Requirements
  • High school diploma or GED equivalent, required
  • Experience in medical field and administrative record management, preferred
  • Experience with medical billing practices and of billing reimbursement, preferred
  • Knowledge of insurance policies and requirements, preferred
  • Medical terminology, preferred
  • One year of related work experience, preferred
  • Strong customer service background, 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
  • Sense of urgency and responsiveness to physicians, location employees, and patients
  • Work independently and as part of a team
Physical Demands
  • Lift and carry office equipment at times
  • Requires sitting, walking, standing, talking, and listening; extensive hours sitting at a desk
  • Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer

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