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Healthcare Customer Service Operations Supervisor

2 months ago

Colorado Springs, Colorado, United States Rotech Healthcare Full time
About Rotech

Rotech Healthcare Inc. is a prominent provider of home medical equipment, specializing in ventilators, oxygen therapy, sleep apnea solutions, wound care, and diabetic management. Our mission is to enhance the quality of life for patients by ensuring they are actively involved in their healthcare and empowered to manage their treatment at home. With a vast network of locations across 45 states, Rotech is committed to delivering high-quality medical products, exceptional services, and outstanding customer support. For more information, please visit our company homepage.

Overview and Responsibilities

Position Summary

We are looking for a dedicated Customer Service Operations Supervisor to oversee and engage in customer service functions, ensuring adherence to Rotech's policies and procedures while managing information intake for patients, referral sources, and insurance providers. In the State of CO, this position offers a competitive salary based on experience and location.

Key Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee.)

  • Assist in troubleshooting patient equipment issues.
  • Facilitate the collection of necessary billing documents and routine oxygen orders.
  • Adhere to all relevant company policies, procedures, and patient care protocols.
  • Ensure compliance with current government regulations and professional standards regarding patient care and information management.
  • Conduct quality control assessments on subordinate documentation.
  • Maintain an up-to-date understanding of current home medical equipment products and services, along with applicable insurance coverage guidelines.
  • Guarantee courteous and efficient service to patients and referral sources.
  • Utilize initiative and sound judgment to achieve desired outcomes in patient services.
  • Track referrals and manage open discharges effectively.
  • Monitor held items for additional information and review.
  • Participate in performance improvement initiatives to meet company and accreditation standards.
  • Handle telephone communications from referral sources and customers, including patient intake and accurate billing information collection.
  • Review documentation for completeness and accuracy in accordance with policy.
  • Resolve issues related to orders, supplies, and insurance billing.
  • Collaborate effectively with physicians, patients, office staff, and other personnel.
  • Provide direct supervision to Customer Service Representatives at the location.
  • Perform additional duties as assigned.
Qualifications

Employment Requirements

  • Background investigation (company-wide).
  • Drug screening (if applicable).
  • Valid driver's license with a clean driving record (if applicable).

Required Education and Experience

  • High school diploma or GED equivalent.

Preferred Education and Experience

  • Experience with medical equipment.
  • Familiarity with medical billing practices and reimbursement processes.
  • Background in the medical field and administrative record management.
  • One year of relevant work experience.
  • Knowledge of medical terminology.

Skills and Competencies

  • Effective communication skills in English, both oral and written.
  • Able 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 with attention to detail.
  • Self-motivated, organized, and proficient in time management and problem-solving.
  • Capable of working independently and collaboratively as part of a team.

Technical Skills

  • Proficient in email communication and internet navigation.
  • Skilled in Microsoft applications, including Outlook, Word, and Excel.
  • Familiar with office equipment such as fax machines, copiers, printers, and computers/tablets.

Physical Requirements

  • Ability to lift and carry office equipment as needed.
  • Requires close vision for reading small print on documents and screens.
  • Involves contact with patients and equipment, with potential exposure to contagious pathogens.
  • Requires lifting (minimum of 35 pounds) and transporting of medical equipment.
  • Involves sitting, walking, standing, talking, and listening.
Rotech Information

Benefits

  • 401k plan.
  • Medical, dental, and vision insurance.
  • Life insurance and disability coverage.
  • Generous paid time off and holidays.
  • Employee discount program.
  • Employee recognition initiatives.
  • Bonus and incentive opportunities.
  • Mileage reimbursement (if applicable).
  • Telephone reimbursement (if applicable).

Submit your resume today for consideration. The hiring manager will review resumes and contact applicants with relevant experience. All positions are posted for a minimum duration and remain open until filled with a qualified candidate. We appreciate your interest in Rotech Healthcare Inc.

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.Rotech Healthcare Inc. is committed to recruiting, employing, training, promoting, transferring, separating from employment, and compensating 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 characteristic protected by applicable federal, state, and local laws governing nondiscrimination in employment.