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CPAP Customer Service Representative

2 months ago

Murray, Kentucky, United States Rotech Inc Full time
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 empower patients to manage their health and treatment at home by delivering high-quality medical products, services, and outstanding customer care through hundreds of locations across 45 states.

Job Summary

We are seeking a dedicated Special Projects CPAP Customer Service Representative to assist patients with product details, selection, utilization guidelines, and return requests. This role involves managing special projects related to increasing orders or revenue, processing CPAP Direct tickets, and verifying required documents.

Essential Job Duties and Responsibilities
  • Assist customers in processing orders through our website.
  • Take inbound calls and assist patients with questions, issues, or resupply requests.
  • Build relationships with locations, patients, and referral sources.
  • Certify to read physicians' orders and apply settings to equipment.
  • Conduct insurance verifications for products and services.
  • Develop and maintain working knowledge of current products and services offered by the company.
  • Gather information regarding equipment problems or failures.
  • Identify and resolve problems in a timely manner.
  • Initiate the process to obtain CPAP Direct tickets from the Customer Support Center team.
  • Learn and understand basic insurance guidelines.
  • Maintain accurate and quality control throughout processing of tickets.
  • Manage special projects related to increasing orders or revenue.
  • Obtain correct supplies from the pick line per ticket.
  • Packaging and shipping accuracy.
  • Process patient orders through our online system or manually.
  • Provide education to referral sources, patients, and employees on equipment and supplies.
  • Provide technical customer service assistance.
  • Resolve tracking issues for packages shipped through courier.
  • Review physicians' orders for correct equipment settings.
  • Troubleshoot problems based on patient input.
  • Verify orders to ensure they are complete, accurate, and all documentation required has been obtained.
Qualifications
  • Background investigation.
  • Drug screen (when applicable for the position).
  • Valid driver's license in the state of residence with a clean driving record (when applicable for the position).
Required Education and/or Experience
  • High school diploma or GED equivalent, required.
Preferred Education and/or Experience
  • Experience in the medical field and administrative record management, 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.
Machines, Equipment, and Technical Abilities
  • Email transmission and communication.
  • Internet navigation and research.
  • Microsoft applications; Outlook, Word, and Excel.
  • Office equipment; fax machine, copier, printer, phone, and computer and/or tablet.
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.
Rotech Information
  • 401k.
  • Medical, Dental, and Vision.
  • Life Insurance and Disability.
  • Generous Paid Time Off and Paid Holidays.
  • Employee Discount Program.
  • Employee Recognition Program.
  • Bonus and Incentive Opportunities.
  • Mileage reimbursement (when applicable for the position).
  • Telephone reimbursement (when applicable for the position).