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Customer Support Specialist for Medical Equipment
2 months ago
Rotech Healthcare Inc. is a prominent provider in the healthcare sector, specializing in ventilators, oxygen therapy, sleep apnea solutions, wound care, diabetes management, and home medical apparatus. Our mission is to enhance the quality of life for patients by fostering their involvement in their care and enabling them to manage their health effectively from home. Rotech is committed to delivering superior medical products, services, and exceptional customer support through numerous locations nationwide.
Overview and Responsibilities
Position Summary
We are in search of a committed Customer Service Representative to fulfill a vital role within our organization. This position entails managing all communications and tasks related to the collection of patient information concerning the provision of durable medical equipment and respiratory supplies. You will interact with patients, colleagues, and referral sources to ensure comprehensive patient services and facilitate third-party reimbursements.
Key Responsibilities
(The following duties may be adjusted to accommodate individuals with disabilities. This job description is not exhaustive and may change at any time.)
- Assists in updating the respiratory inventory
- Reviews the previous day's documentation for accuracy and completeness
- Engages with patients and referral sources through verbal and written communication to address inquiries and concerns promptly
- Completes necessary documentation and maintains tracking logs
- Adheres to all relevant company policies and procedures to comply with JCAHO and organizational standards
- Organizes patient information and processes necessary paperwork for the Billing Department, including batch reports for deliveries
- Keeps a record of referrals
- Monitors and manages office supplies
- Prepares weekly deposits for the location
- Prepares invoices for upcoming routes
- Processes various paperwork, including confirming tickets and setting up new patient files
- Provides assistance for all retail equipment requests
- Offers technical support to customers
- Verifies coverage information for Medicare, Medicaid, and private insurance
- Collaborates with external agencies to resolve customer issues
- May be required to participate in on-call duties and deliver equipment to patients' homes
- Performs additional tasks as assigned
Employment Requirements
- Background check (company-wide)
- Drug screening (if applicable)
- Valid driver's license with a clean driving record (if applicable)
- High school diploma or GED equivalent
- Experience with medical equipment
- Familiarity with medical billing practices
- Background in the medical field and administrative record management
- One year of relevant work experience
- Knowledge of medical terminology
- Ability to perform basic mathematical calculations accurately
- Effective communication skills in English, both oral and written
- Ability to interpret various forms of communication
- Maintain confidentiality and discretion when handling sensitive information
- Strong multitasking abilities with attention to detail
- Self-motivated, organized, and skilled in time management and problem-solving
- Ability to work independently and collaboratively
- Proficient in email communication
- Internet research skills
- Familiarity with Microsoft Office applications, including Outlook, Word, and Excel
- Proficient in using office equipment such as fax machines, copiers, and computers
- Ability to lift and carry office equipment as needed
- Must be able to lift and transport patient equipment (minimum of 35 pounds)
- May require on-call duties and driving for equipment deliveries
- Involves contact with patients and equipment, with potential exposure to pathogens
- Requires sitting, walking, standing, talking, and listening
- Requires close vision for reading small print on documents and screens
Benefits
- 401k plan
- Medical, Dental, and Vision coverage
- Life Insurance and Disability benefits
- Generous Paid Time Off and Holidays
- Employee Discount Program
- Employee Recognition initiatives
- Bonus and Incentive opportunities
- Mileage reimbursement (if applicable)
- Telephone reimbursement (if applicable)
Rotech Healthcare Inc. is an equal opportunity employer and actively seeks to recruit, employ, train, promote, and compensate employees without regard to 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 characteristic protected by applicable laws.
