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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 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 and services through hundreds of locations across 45 states.

Job Summary

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

Essential Job Duties and Responsibilities
  • Update respiratory grids and clear previous day's routes
  • Communicate with patients and referral sources to process questions and concerns
  • Complete SOPs/CMNs and document on tracking logs
  • Comply with company policies and procedures 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
  • Prepare deposits for locations and prepare invoices for next day routes
  • Process paperwork, confirm tickets, and assemble charts
  • Provide service for retail/walk-in equipment requests and 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 patient's homes
Qualifications
  • Background investigation and drug screen (when applicable)
  • Valid driver's license in 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 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
  • Maintain confidentiality and discretion when handling sensitive information
  • Multi-task and maintain 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
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