Inbound Customer Service Representative (WFH)
Rotech Healthcare is a national leader in home healthcare, providing essential medical equipment and services to patients. They are seeking a dedicated Inbound Customer Service Representative to assist Sleep Therapy patients through the intake process, ensuring accurate product selection and customer support.
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
Skills
- 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)
- 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
- 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
- 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
- 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
- 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
- Knowledge of billing reimbursement and insurance policies and requirements
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
- Knowledge of medical billing practices
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, HSA and FSA/Dependent Care FSA
- Medical, Prescription, Dental and Vision
- 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
Company Overview