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Customer Care Specialist for Sleep Therapy

2 months ago

Murray, Kentucky, United States Rotech Healthcare Full time
About Rotech Healthcare

Rotech Healthcare Inc. is a prominent provider of home medical equipment, specializing in ventilators, oxygen therapy, sleep apnea solutions, wound care, and diabetic care. Our mission is to enhance the quality of life for patients by empowering them to manage their health and treatment from the comfort of their homes. With numerous locations across 45 states, Rotech is committed to delivering exceptional medical products and services along with outstanding customer support.

Position Overview

Summary

We are looking for a dedicated Inbound Customer Service Representative to join our Sleep Central Call Center team. This role is essential in assisting our Sleep Therapy patients by managing CPAP resupply tasks. The representative will be responsible for accurately processing new orders, verifying patient information, and providing basic sleep coaching to enhance patient experience.

Compensation starts at $15.50, with potential for monthly bonuses and unlimited earnings.

  • Work Schedule: Mon - Fri 8:30am - 5pm
  • Remote work options available after successful completion of IN OFFICE TRAINING and meeting performance expectations.
Key Responsibilities
  • Act as an advocate for patients, addressing inquiries and concerns.
  • Gather patient information and input data into our e-Intake system.
  • Ensure thorough verification of products and services.
  • Maintain knowledge of Medicare, Medicaid, insurance regulations, and relevant guidelines.
  • Stay informed about current products and services offered by Rotech.
  • Identify and resolve issues promptly.
  • Make outbound calls as necessary to collect patient data.
  • Handle all aspects of initial intake through high-volume inbound calls.
  • Process patient paperwork as assigned.
  • Manage tickets to ensure timely fulfillment of product orders.
  • Maintain regular and prompt attendance.
  • Provide basic technical support for CPAP equipment.
  • Educate patients and staff on CPAP supplies.
  • Utilize the e-Intake system to ensure accuracy and quality control during patient interactions.
  • Perform additional duties as required.
Qualifications

Employment is contingent upon:

  • Background check.
  • Drug screening (if applicable).
  • Basic computer and internet skills assessment, along with a typing test.
  • Valid driver's license with a clean driving record (if applicable).

Education and Experience

  • High school diploma or GED.
  • 1-3 years of relevant experience in a collaborative environment.
  • Experience in the medical field and administrative record management.
  • Strong background in customer service.

Skills and Abilities

  • Effective communication skills in English, both verbal and written.
  • Friendly, knowledgeable, and courteous demeanor.
  • Ability to interpret various instructions across different communication mediums.
  • Familiarity with billing and insurance policies preferred.
  • Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME).
  • Understanding of medical billing practices preferred.
  • Maintain confidentiality and exercise discretion with sensitive information.
  • Familiarity with medical terminology.
  • Ability to multitask with attention to detail.
  • Self-motivated, organized, and skilled in time management and problem-solving.
  • Ability to work independently and collaboratively.

Physical Requirements

  • Ability to lift a minimum of 10 lbs.
  • Regular and prompt attendance is essential.
  • Close vision required for reading small print on computer screens and paperwork.
  • Requires sitting, walking, standing, talking, and listening.

Technical Skills

  • Proficient in email communication.
  • Internet navigation and research skills.
  • Familiarity with Microsoft applications including Word and Excel.
  • Experience with office equipment such as fax machines, copiers, printers, and computers.
Rotech Benefits

We offer:

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

Rotech Healthcare Inc. is an Equal Opportunity Employer. We recruit, employ, train, promote, and compensate 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 laws.