Inbound Customer Service Representative (WFH) - Rotech Healthcare Inc.

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. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com

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. Primarily responsible for new order intake to encompass accuracy with product selection and utilization guidelines. Verifies and enters correct patient demographics, payer and physician related information. Also assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance. Product expert on various mask interfaces and assisting with basic mask fit issues. First line of contact for CPAP resupply customers.

Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings

• Mon - Fri 8:30am - 5pm
• Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval

Essential Duties and Responsibilities

• Acts as 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
• Performs other duties as assigned

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (when applicable for the position)
• Basic Computer and Basic Internet skills test along with a Typing test
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Education and/or Experience

• High school diploma or GED equivalent
• One to three years of related prior work experience in a team-oriented environment
• Experience in medical field and administrative record management
• Strong customer service background

Skills, Knowledge and Abilities

• Effectively communicate in English; both oral and written, with physicians, employees and patients to ensure questions and concerns are processed in a timely manner
• Helpful, knowledgeable and polite while maintaining a positive attitude
• Interpret a variety of instructions in a variety of communication mediums
• Knowledge of billing reimbursement and insurance policies and requirements preferred
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Knowledge of medical billing practices preferred
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Medical terminology
• 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

Physical Demands

• Lift minimum of 10lbs
• Prompt and regular attendance is required
• Requires close vision to small print on computer and or paperwork
• Requires sitting, walking, standing, talking or listening

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications including but not limited to Word, Excel (spreadsheets), etc.
• Office equipment; fax machine, copier, printer, phone and computer

Benefits

• Generous paid time Off and paid holidays
• Overtime pay for non-exempt hourly positions based on business needs
• Commission for Account Executives
• Fixed and variable rate car reimbursement for Area Managers and Account Executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities 
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k
• Medical, Prescription, Dental and Vision
• HSA and FSA/Dependent Care FSA
• Life Insurance, Disability, Accidental death, Identity protection and Legal services
• Meru Health Mental health and Mercer SmartConnect Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings solutions programs
• HEPB and TB vaccinations 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.