Healthcare Customer Service Representative

3 weeks ago

San Antonio, Texas, United States Rotech Healthcare Full time

About Rotech Healthcare

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high-quality medical products, services, and outstanding customer care through hundreds of locations across 45 states.

Job Summary

We are seeking a dedicated customer service professional to join our team. In this position, you will be 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, coworkers, and referral sources as it relates to patient services and third-party reimbursement.

Key Responsibilities

  • Assist with updating respiratory grids
  • Clear previous day's route and check all paperwork for accuracy and completeness
  • Communicate with patients and referral sources to ensure patient questions and concerns are processed in a timely manner
  • Complete standard operating procedures (SOPs) and clinical management notifications (CMNs) and document on tracking logs
  • 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
  • Monitor office supplies
  • Prepare deposits for locations on a weekly basis
  • Prepare invoices for next-day routes
  • Process paperwork, confirm tickets, input new patient set-ups, and assemble charts
  • Provide service for all retail/walk-in equipment requests
  • Provide technical assistance to customers
  • Verify Medicare, Medicaid, and private insurance coverage information
  • Work with outside agencies to resolve customer issues
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patients' homes
  • Perform other duties as assigned

Requirements

  • Background investigation (company-wide)
  • 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)

Preferred Qualifications

  • Experience with medical equipment
  • Experience with medical billing practices and reimbursement
  • Experience in the medical field and administrative record management
  • One year of related work experience
  • Medical terminology

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
  • 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 lifting (minimum of 35 pounds) and transporting of patient equipment
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patients' homes
  • Requires contact with patients and equipment with potential exposure to contagious pathogens
  • Requires sitting, walking, standing, talking, and listening
  • Requires close vision to small print on computer and/or tablet and paperwork

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