Medical Equipment Service Representative

7 days ago

Wichita Falls, Texas, United States Rotech Healthcare Full time
Job Summary

We are seeking a dedicated Customer Service Representative to join our team at Rotech Healthcare. In this position, you are responsible for performing all tasks and communication related to the 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.

Key Responsibilities
  • Assist with updating respiratory grids to ensure accurate and timely patient information.
  • Clear previous day's routes and check all paperwork for accuracy and completeness to maintain efficient operations.
  • Communicate with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner.
  • Complete Standard Operating Procedures (SOPs) and Clinical Management Notes (CMNs) and document on tracking logs to maintain accurate records.
  • Comply with all applicable company policies and procedures to meet Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and company standards.
  • Coordinate all patient information, process paperwork, including preparation of files for the Billing Department, and complete batch reports for UPS deliveries to ensure seamless operations.
  • Maintain referral logs to track patient interactions and communication.
  • Monitor office supplies to ensure adequate stock levels.
  • Prepare deposits for locations on a weekly basis to maintain financial accuracy.
  • Prepare invoices for next-day routes to ensure timely payment.
  • Process paperwork, confirm tickets, input new patient set-ups, and assemble charts to maintain accurate patient records.
  • Provide service for all retail/walk-in equipment requests to meet patient needs.
  • Provide technical assistance to customers to resolve equipment-related issues.
  • Verify Medicare, Medicaid, and private insurance coverage information to ensure accurate billing.
  • Work with outside agencies to resolve customer issues and maintain positive relationships.
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patient's homes to meet patient needs.
  • Perform other duties as assigned to support team operations.
Qualifications
  • Background investigation (company-wide) to ensure candidate suitability.
  • Drug screen (when applicable for the position) to ensure candidate safety.
  • Valid driver's license in the state of residence with a clean driving record (when applicable for the position) to ensure safe transportation.
Education and Experience
  • High school diploma or GED equivalent, required to ensure basic education standards.
  • Experience with medical equipment, preferred to ensure relevant knowledge.
  • Experience with medical billing practices and of billing reimbursement, preferred to ensure accurate billing.
  • Experience in medical field and administrative record management, preferred to ensure relevant skills.
  • One year of related work experience, preferred to ensure relevant work history.
  • Medical terminology, preferred to ensure relevant knowledge.
Skills and Competencies
  • Accurately perform simple mathematical calculations to ensure financial accuracy.
  • Effectively communicate in English; both oral and written to ensure clear communication.
  • Interpret a variety of communications (verbal, non-verbal, written, listening, and visual) to ensure accurate understanding.
  • Maintain confidentiality, discretion, and caution when handling sensitive information to ensure patient privacy.
  • Multi-task along with attention to detail to ensure efficient operations.
  • Self-motivation, organized, time-management, and deductive problem-solving skills to ensure effective performance.
  • Work independently and as part of a team to ensure collaborative efforts.
Machines, Equipment, and Technical Abilities
  • Email transmission and communication to ensure timely communication.
  • Internet navigation and research to ensure accurate information.
  • Microsoft applications; Outlook, Word, and Excel to ensure efficient operations.
  • Office equipment; fax machine, copier, printer, phone, and computer and/or tablet to ensure efficient operations.
Physical Demands
  • Lift and carry office equipment at times to ensure safe handling.
  • Requires lifting (minimum of 35 pounds) and transporting of patient equipment to ensure safe handling.
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patient's homes to ensure safe transportation.
  • Requires contact with patients and equipment with potential exposure to contagious pathogens to ensure patient safety.
  • Requires sitting, walking, standing, talking, and listening to ensure effective performance.
  • Requires close vision to small print on computer and/or tablet and paperwork to ensure accurate reading.

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