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Healthcare Customer Service Agent

2 months ago

Elmhurst, Illinois, United States Rotech Healthcare Full time

OVERVIEW:

Rotech Healthcare Inc. stands as a prominent provider of ventilators, oxygen therapy, sleep apnea solutions, wound care, diabetic management, and home medical supplies. Our mission is to enhance patient comfort and productivity by fostering engagement in their healthcare journey and empowering them to manage their health and treatments from home. Rotech is committed to delivering high-quality medical products, exceptional services, and outstanding customer support through numerous locations nationwide.

JOB INFORMATION:

Position Summary
We are in search of a committed Customer Service Representative for CPAP to become a part of our team. In this role, you will be responsible for managing all communications and tasks related to the intake of patient information concerning durable medical equipment and respiratory supplies. This includes interactions with patients, colleagues, and referral sources regarding patient services and third-party reimbursements. The CSR will also oversee the onboarding of new patients and manage service requests in alignment with Rotech's standards across multiple locations.

Key Responsibilities:
(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not intended to be an exhaustive list of all duties and responsibilities required of the employee.)

  • Collaborate with operations and sales teams to address internal workflow challenges and errors impacting processing timelines and patient care.
  • Engage with patients, referral sources, and Rotech locations to ensure timely resolution of inquiries and concerns.
  • Adhere to all company policies and procedures to meet JCAHO and organizational standards.
  • Follow internal operating protocols in processing roles.
  • Identify and suggest improvements to enhance efficiency, reduce processing times, and minimize errors.
  • Maintain knowledge of insurance requirements for serviced locations.
  • Accountable for personal goals, proactively communicating progress and challenges to supervisors while proposing solutions.
  • Process new orders, including patient set-ups, insurance verification, documentation follow-up, and patient communication regarding setup expectations.
  • Verify coverage information for Medicare, Medicaid, and private insurance, maintaining expertise in product line requirements.
  • Work independently to achieve high performance and quality results in assigned tasks.
  • Support team objectives through collaboration with colleagues.
  • Work-from-home requirements include having a reliable internet connection and a distraction-free workspace.
  • Perform additional duties as assigned.

Qualifications:

Employment is contingent upon:

  • Background investigation.
  • Drug screening (if applicable).
  • Valid driver's license with a clean driving record (if applicable).

Required Education and Experience:

  • High school diploma or GED equivalent.

Preferred Education and Experience:

  • Experience with medical equipment.
  • Familiarity with medical billing practices.
  • Background in the medical field and administrative record management.
  • One year of relevant work experience.
  • Knowledge of medical terminology.

Skills and Competencies:

  • Ability to perform basic mathematical calculations accurately.
  • Effective communication skills in English, both verbal and written.
  • Ability to interpret various forms of communication.
  • Maintain confidentiality and discretion when handling sensitive information.
  • Strong multitasking abilities with attention to detail.
  • Self-motivated with excellent organizational and time-management skills.
  • Ability to work independently and collaboratively within a team.

Technical Proficiencies:

  • Proficient in email communication and internet navigation.
  • Familiarity with Microsoft Office applications, including Outlook, Word, and Excel.
  • Competence in using office equipment such as fax machines, copiers, and computers.

Physical Demands:

  • Ability to lift and carry office equipment as needed.
  • Requires sitting, walking, standing, talking, and listening.
  • Close vision required for reading small print on screens and documents.

Benefits:

  • 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 and telephone reimbursement (if applicable).

Join us in making a difference in patient care. Submit your resume today.

Rotech Healthcare Inc. is an Equal Opportunity Employer.