Customer Service Specialist

2 months 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 high-quality patient records.
  • 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 patient 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.
  • Maintain referral logs to track patient interactions and ensure timely follow-up.
  • Monitor office supplies to ensure adequate inventory levels.
  • Prepare deposits for locations on a weekly basis to maintain accurate financial records.
  • 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 ensure excellent customer satisfaction.
  • Provide technical assistance to customers to resolve equipment-related issues.
  • Verify Medicare, Medicaid, and private insurance coverage information to ensure accurate billing and reimbursement.
  • Work with outside agencies to resolve customer issues and ensure timely resolution.
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patient's homes.
  • Perform other duties as assigned to support the team and ensure excellent patient care.
Qualifications
  • Background investigation (company-wide) to ensure a safe and secure work environment.
  • Drug screen (when applicable for the position) to ensure a safe and healthy work environment.
  • Valid driver's license in the state of residence with a clean driving record (when applicable for the position) to ensure safe transportation of patients and equipment.
Education and Experience
  • High school diploma or GED equivalent, required.
  • Experience with medical equipment, preferred.
  • Experience with medical billing practices and of billing reimbursement, preferred.
  • Experience in the medical field and administrative record management, preferred.
  • One year of related work experience, preferred.
  • Medical terminology, preferred.
Skills and Competencies
  • Accurately perform simple mathematical calculations to ensure accurate patient records.
  • Effectively communicate in English; both oral and written to ensure excellent patient care.
  • Interpret a variety of communications (verbal, non-verbal, written, listening, and visual) to ensure accurate patient information.
  • Maintain confidentiality, discretion, and caution when handling sensitive information to ensure patient trust.
  • Multi-task along with attention to detail to ensure accurate patient records.
  • Self-motivation, organized, time-management, and deductive problem-solving skills to ensure excellent patient care.
  • Work independently and as part of a team to ensure excellent patient care.
Machines, Equipment, and Technical Abilities
  • Email transmission and communication to ensure timely communication with patients and referral sources.
  • Internet navigation and research to ensure accurate patient information.
  • Microsoft applications; Outlook, Word, and Excel to ensure accurate patient records.
  • Office equipment; fax machine, copier, printer, phone, and computer and/or tablet to ensure efficient patient care.
Physical Demands
  • Lift and carry office equipment at times to ensure efficient patient care.
  • Requires lifting (minimum of 35 pounds) and transporting of patient equipment to ensure safe patient care.
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patient's homes to ensure excellent patient care.
  • Requires contact with patients and equipment with potential exposure to contagious pathogens to ensure safe patient care.
  • Requires sitting, walking, standing, talking, and listening to ensure excellent patient care.
  • Requires close vision to small print on computer and/or tablet and paperwork to ensure accurate patient records.

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