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Customer Support Specialist for Medical Equipment

2 months ago

Hampden, Maine, United States Rotech Healthcare Full time
About Rotech

Rotech Healthcare Inc. is a prominent provider of respiratory care solutions, including ventilators, oxygen therapy, sleep apnea management, wound care, diabetes care, and home medical devices. Our mission is to enhance the quality of life for patients by actively involving them in their healthcare journey and empowering them to manage their health and treatments from home. Rotech is committed to delivering high-quality medical products, services, and exceptional customer support through numerous locations across 45 states. For more information, please visit our company homepage.

Overview and Responsibilities

Position Summary

We are looking for a committed Customer Service Representative to fulfill various responsibilities related to patient information intake concerning durable medical equipment and respiratory supplies. This role involves effective communication with patients, colleagues, and referral sources to ensure seamless patient services and facilitate third-party reimbursements.

Key Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this role. Duties, responsibilities, and activities may change at any time with or without notice.)
  • Review and finalize the previous day's route, ensuring all documentation is accurate and complete.
  • Engage with patients and referral sources through verbal and written communication to address inquiries and concerns promptly.
  • Complete Standard Operating Procedures (SOPs) and Certificates of Medical Necessity (CMNs), documenting on tracking logs.
  • Adhere to all relevant company policies and procedures to comply with JCAHO and organizational standards.
  • Coordinate patient information, process necessary paperwork, prepare files for the Billing Department, and compile batch reports for deliveries.
  • Maintain an accurate referral log.
  • Monitor and manage office supplies effectively.
  • Process documentation, confirm tickets, set up new patient records, and organize charts.
  • Assist with all retail and walk-in equipment requests.
  • Provide technical support to customers as needed.
  • Verify coverage information for Medicare, Medicaid, and private insurance.
  • Collaborate with external agencies to resolve customer issues.
  • Perform additional duties as assigned.
Qualifications

Employment Requirements
  • Background investigation (company-wide).
  • Drug screening (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 Experience
  • High school diploma or GED equivalent is required.
Preferred Education and Experience
  • Experience with medical equipment is preferred.
  • Familiarity with medical billing practices and reimbursement processes is preferred.
  • Experience in the medical field and administrative record management is preferred.
  • One year of related work experience is preferred.
  • Knowledge of medical terminology is preferred.
Skills and Competencies
  • Ability to perform basic mathematical calculations accurately.
  • Effective communication skills in English, both oral and written.
  • Ability to interpret various forms of communication (verbal, non-verbal, written, listening, and visual).
  • Maintain confidentiality and discretion when handling sensitive information.
  • Ability to multi-task while paying attention to detail.
  • Self-motivated, organized, and possess strong time-management and problem-solving skills.
  • Ability to work independently and collaboratively as part of a team.
Technical Skills
  • Proficient in email communication.
  • Skilled in internet navigation and research.
  • Familiarity with Microsoft applications, including Outlook, Word, and Excel.
  • Proficient in using office equipment such as fax machines, copiers, printers, and computers/tablets.
Physical Requirements
  • Ability to lift and carry office equipment as needed.
  • Must be able to lift a minimum of 35 pounds and transport patient equipment.
  • Requires interaction with patients and equipment, with potential exposure to contagious pathogens.
  • Involves sitting, walking, standing, talking, and listening.
  • Requires close vision for reading small print on computers and paperwork.
Rotech Information

Benefits
  • 401k plan.
  • Medical, Dental, and Vision coverage.
  • Life Insurance and Disability benefits.
  • 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).
Equal Opportunity Employer

Rotech Healthcare Inc. is an equal opportunity employer, committed to diversity and inclusion in the workplace. We recruit, employ, train, promote, transfer, separate from employment, 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 personal characteristic protected by applicable federal, state, and local laws governing nondiscrimination in employment.