Medical Equipment Customer Service Team Lead

4 days ago

Austin, Texas, 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 keeping them engaged in their care and providing high-quality medical products and services.

Job Summary

We are seeking a dedicated Customer Service Supervisor to oversee and participate in customer service activities. In this role, you will be responsible for maintaining all Rotech protocols within our Policy and Procedures while monitoring related information intake for patients, referral sources, and third-party payers.

Essential Job Duties and Responsibilities
  • Assist in resolving patient equipment problems
  • Assist in securing 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
  • Develop and maintain a working knowledge of current HME products and services offered by the company and all applicable insurance guidelines respecting eligibility for coverage and reimbursement
  • 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
  • Maintain tracking of referrals and open discharges
  • Monitor held items for additional information and review
  • Participate in Performance Improvement programs 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
  • Employment is contingent on a background investigation, drug screen, and valid driver's license in the state of residence with a clean driving record
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 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 (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 close vision to small print on computer and/or tablet and paperwork
  • Requires contact with patients and equipment with potential exposure to contagious pathogens
  • Requires lifting (minimum of 35 pounds) and transporting of patient equipment
  • Requires sitting, walking, standing, talking, and listening
Rotech Information
  • 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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