Non-Clinical Customer Service Representative

3 weeks ago

Murray, Kentucky, United States Rotech Healthcare 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 empower patients to manage their health and treatment at home by providing high-quality medical products, services, and outstanding customer care through hundreds of locations across 45 states.

Job Summary

We are seeking a dedicated Non-Clinical Customer Service CPAP Assistant to support our team. In this position, you will be responsible for inbound calls from ShopRotech, setting PAPS for non-clinical states to ship, assisting patients with product details, selection, utilization guidelines, and return requests. You will also manage special projects related to increasing orders or revenue, process CPAP Direct tickets, verify required documents, decipher prescriptions for proper machine settings, and obtain correct equipment and supplies.

Essential Job Duties and Responsibilities
  • Assist customers in processing orders through the website.
  • Take inbound calls and assist patients with questions, issues, or resupply requests.
  • Build relationships with locations, patients, and referral sources.
  • Certify by RRT to read physicians' orders and apply settings to equipment.
  • Conduct insurance verifications for products and services.
  • Develop and maintain a working knowledge of current products and services offered by the company.
  • Gather information regarding equipment problems or failures.
  • Identify and resolve problems in a timely manner; gather and analyze information skillfully.
  • Initiate the process to obtain CPAP Direct tickets from the Customer Support Center team after completion.
  • Learn and understand basic insurance guidelines.
  • Maintain accurate and quality control throughout the processing of tickets.
  • Manage special projects related to increasing orders or revenue.
  • Obtain correct supplies from the pick line per ticket.
  • Packaging and shipping accuracy.
  • Process patient orders through the online system or manually.
  • Provide education to referral sources, patients, and employees on equipment and supplies.
  • Provide technical customer service assistance.
  • Resolve tracking issues for packages shipped through courier.
  • Review physicians' orders for correct equipment settings.
  • Setting PAPS for non-clinical states to ship.
  • Troubleshoot problems based on patient input regarding the scope and/or magnitude of failure.
  • Verify orders to ensure they are complete, accurate, and all documentation required has been obtained.
Qualifications
  • Background investigation (company-wide).
  • Drug screen (when applicable for the position).
  • Valid driver's license in the state of residence with a clean driving record (when applicable for the position).
Required Education and/or Experience
  • High school diploma or GED equivalent, required.
Preferred Education and/or Experience
  • Experience in the medical field and administrative record management, preferred.
  • Medical terminology, preferred.
  • One year of related work experience, preferred.
  • Strong customer service background, preferred.
Skills and Competencies
  • Accurately perform simple mathematical calculations.
  • 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.
  • Sense of urgency and responsiveness to physicians, location employees, and patients.
  • 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 sitting, walking, standing, talking, and listening; extensive hours sitting at a desk.
  • Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer.

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