Medical Equipment Customer Service Supervisor

3 weeks ago


Austin, Texas, United States Rotech Healthcare Full time
About Rotech Healthcare

Rotech Healthcare Inc. is a national leader in providing high-quality medical products and services to patients across the country. Our mission is to empower patients to manage their health and treatment at home, while providing exceptional customer care and support.

Job Summary

We are seeking a dedicated and experienced Customer Service Supervisor to join our team. In this role, you will be responsible for overseeing and participating in customer service activities to maintain all Rotech protocols within our Policy and Procedures. You will also be responsible for monitoring related information intake for patients, referral sources, and third-party payers.

Key Responsibilities
  • Assist in resolving patient equipment problems and ensuring timely resolution.
  • Secure necessary billing documents and annual oxygen orders on a regular basis.
  • Comply with all applicable company policies, procedures, and patient protocols.
  • Comply with all current government/state regulations and professional standards involving patient care and information intake.
  • Conduct quality control checks on subordinate paperwork and ensure accuracy.
  • Develop and maintain working knowledge of current HME products and services offered by the company and all applicable insurance guidelines.
  • Ensure courteous and efficient service is provided to patients and referrals.
  • Exercise initiative and sound judgment to obtain desired objectives of all patient services and other patient care areas.
  • Monitor held items for additional information and review.
  • Participate in Performance Improvement program to meet company and JCAHO standards.
  • Receive telephone communication from referral sources and customers, including patient intake and obtaining accurate billing information.
  • Review paperwork for completion and accuracy as it pertains to policy.
  • Troubleshoot problems regarding orders, supplies, and insurance billing.
  • Work cooperatively with physicians, patients, office staff, and other personnel.
  • Provide direct supervision for CSR staff in the location.
  • Perform other duties as assigned.
Qualifications
  • High school diploma or GED equivalent, required.
  • Experience with medical equipment, preferred.
  • Experience with medical billing practices and of billing reimbursement, preferred.
  • Experience in medical field and administrative record management, preferred.
  • One year of related work experience, preferred.
  • Medical terminology, preferred.
Skills and Competencies
  • Effectively communicate in English, both oral and written.
  • Interpret a variety of communications, including 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.
Benefits
  • 401k.
  • Medical, Dental, and Vision.
  • Life Insurance and Disability.
  • 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).


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