Customer Service Representative

2 days ago

Roy, Utah, United States Rotech Healthcare Full time
About Rotech Healthcare

Rotech Healthcare Inc. is a national leader in providing medical equipment and services to patients across the country. Our mission is to provide high-quality products, services, and outstanding customer care to our patients and referral sources.

Job Summary

We are seeking a dedicated Customer Service Representative to join our team. In this role, you will provide support to our customers by performing tasks related to patient care and third-party reimbursement. You will be the first point of contact for new customers and will be responsible for processing new orders, responding to questions, and resolving issues in a timely manner.

Key Responsibilities
  • Build relationships with locations, field management, patients, and referral sources
  • Collect co-pays and deductible amounts
  • Conduct insurance verification and eligibility for services/products
  • Conduct patient satisfaction calls and act as a patient advocate to resolve questions or concerns
  • Develop and maintain a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
  • Develop and maintain working knowledge of current products and services offered by the company
  • Maintain accuracy and quality control throughout patient contact and data input
  • Manage all aspects of initial intake, including answering the phone and receiving faxes, collecting patient and referral source information, inputting data into HRCM and eIntake, printing tickets, assembling charts, and processing paperwork
  • Obtain authorization and qualification documentation
  • Prepare complete and accurate files for the Billing Department
  • Process new orders, respond to questions, resolve issues, or forward to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
  • Process work orders to field locations and coordinate timely fulfillment of products and services ordered
  • Provide education to referral sources, patients, and employees on qualifications for service and third-party billing
  • Provide product/service information by answering questions, offering assistance
  • Provide technical assistance to customers as required
  • Provide thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
  • Work extensively with eIntake proprietary system
  • Perform other duties as assigned
Requirements
  • High school diploma or GED equivalent, required
  • Experience in medical field and administrative record management, preferred
  • Experience with medical billing practices and of billing reimbursement, preferred
  • Knowledge of insurance policies and requirements, 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
Rotech Healthcare 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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