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Medical Equipment Customer Service Specialist

2 months ago

Southborough, Massachusetts, United States Rotech Healthcare Full time
About Rotech Healthcare

Rotech Healthcare Inc. is a national leader in providing high-quality medical products, services, and outstanding customer care through hundreds of locations across 45 states. Our mission is to empower patients to manage their health and treatment at home, leading a more comfortable and productive life.

Job Summary

We are seeking a dedicated Customer Service Representative to perform all tasks and communication related to the intake of patient information concerning the service of durable medical equipment and respiratory products and supplies. The ideal candidate will effectively communicate with patients, clients, and referral sources to ensure timely processing of questions and concerns.

Essential Job Duties and Responsibilities
  • Update respiratory grids and clear previous day's routes to ensure accuracy and completeness.
  • Communicate with patients and referral sources to process questions and concerns in a timely manner.
  • Complete SOPs/CMNs and document on tracking logs to meet JCAHO and company standards.
  • Coordinate patient information, process paperwork, and complete batch reports for UPS deliveries.
  • Maintain referral logs and monitor office supplies to ensure efficient operations.
  • Prepare deposits for locations on a weekly basis and 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 and technical assistance to customers.
  • Verify Medicare, Medicaid, and private insurance coverage information and work with outside agencies to resolve customer issues.
  • May be required to cover on-call, drive a company vehicle, and make deliveries to patient's homes.
Qualifications
  • Background investigation and drug screen (when applicable).
  • Valid driver's license in the state of residence with a clean driving record (when applicable).
Required Education and/or Experience
  • High school diploma or GED equivalent, required.
Preferred Education and/or Experience
  • Experience with medical equipment, preferred.
  • Experience with medical billing practices and 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.
  • 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 patient's 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.