Inbound Customer Service Representative

1 week ago


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

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home.

Job Summary

We are seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in our Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply.

Responsibilities
  • Verifies and enters correct patient demographics, payer, and physician-related information.
  • Assists customers with basic sleep coaching, reinforcement of cleaning, and routine equipment maintenance.
  • Provides product expertise on various mask interfaces and assists with basic mask fit issues.
  • Acts as a patient advocate to resolve questions or concerns.
  • Collects patient, source information, and inputs data into e-Intake.
  • Completes thorough verification for products and services.
  • Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines.
  • Develops and maintains working knowledge of current products and services offered by the company.
  • Identifies and resolves problems in a timely manner.
  • Makes outbound calls as needed to collect patient data.
  • Manages all aspects of initial intake via high-volume inbound phone calls.
  • Processes related patient paperwork if assigned.
  • Processes tickets to ensure timely fulfillment of product orders.
  • Prompt and regular attendance is required.
  • Provides basic technical customer service assistance for CPAP equipment.
  • Provides education to patients and location employees on CPAP supplies.
  • Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input.
Requirements
  • High school diploma or GED equivalent.
  • One to three years of related prior work experience in a team-oriented environment.
  • Experience in the medical field and administrative record management.
  • Strong customer service background.
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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