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Customer Service Representative

Rotech Healthcare Inc Las Vegas Full-Time
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Summary

We are seeking a dedicated Customer Service Representative. As a key member of the Customer Service Team, you provide customer service second to none while assuring the front end paperwork is compliant and is submitted with zero errors. You serve our customers by communicating with patients, referral sources and co-workers to effectively perform all tasks related to patient care and third party reimbursement.

 

Essential Duties and Responsibilities

  • Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
  • Assemblies charts and processes paperwork, including preparation of files for the Billing Department and completes batch reports for UPS deliveries
  • Assists with updating respiratory grid
  • Available for on-call assignments as needed
  • Builds relationships with locations, patients and referral sources
  • Clears previous day’s route and checks all paperwork for accuracy and completeness
  • Collects co‐pays and deductible amounts
  • Complies with applicable laws and regulations
  • Conducts insurance verification and eligibility for services/products
  • Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
  • Coordinates, collects and inputs all patient information and new patient set-ups
  • Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, products and services offered by the company, and FDA/DOT, JCAHO and all applicable governmental guidelines and regulations
  • Maintains referral log
  • Manages all aspects of intake; data entry, answering the phone, outbound calling, receiving faxes, maintaining referral source information and log and data input into IMBS
  • Monitors office supplies
  • Prepares and completes CMNs/SOPs for Sales Reps and documents on tracking log
  • Prepares deposit for location on a weekly basis
  • Prepares tickets for daily routes and coordinates timely fulfillment of products and services ordered.
  • Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
  • Provides service for walk-in patients and walk-in equipment requests
  • Provides technical assistance to customers as required
  • Verifies Medicare, Medicaid, and private insurance coverage information
  • Works extensively with e‐Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input
  • Works with PSTs to coordinate deliveries
  • Works with sales reps to make referral sources’ lives easier
  • Performs other duties as assigned

Supervisory Responsibilities

  • None

Employment is contingent on

  • Background investigation (company-wide)
  • Drug screen (when applicable for the position)
  • 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, location 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 Durable Medical Equipment (DME) or Home Medical Equipment (HME)
  • Knowledge of insurance policies and requirements
  • Knowledge of medical billing practices and of billing reimbursement
  • Maintain confidentiality and practice discretion and caution when handling sensitive information
  • Mapping skills including ability to plan time-saving delivery routes
  • Mapping skills including ability to plan time-saving routes
  • Mechanical aptitude with ability to learn
  • Medical terminology
  • Multi-task along with attention to detail
  • Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division
  • Read and successfully interpret written directions and/or instructions in English
  • 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

Physical Demands

  • Requires sitting, walking, standing, talking or listening; extensive hours sitting at a desk
  • Requires close vision to small print on computer and or paperwork; extensive hours working on the computer

Physical Demands (where applicable)

  • Requires lifting and transporting of patient equipment and or move full & empty cylinders
  • Requires contact with patients and equipment with potential exposure to contagious pathogens
  • Requires driving a company vehicle for the majority of the workday
  • Requires the ability to load, push, pull and lift oxygen concentrators, oxygen tanks, portable oxygen units, positive airway pressure devices, wheelchairs, power wheelchairs, scooters, hospital bed parts, walkers, commodes and other home medical equipment and supplies in and out of location, warehouse, company vehicle, patient residence and/or delivery address

Machines, Equipment and Technical Abilities

  • Email transmission and communication
  • Internet navigation and research
  • Microsoft applications including but not limited to Word, Excel, Power-Point, Publisher, Access, etc.
  • Office equipment; fax machine, copier, printer, phone and computer

Work Environment

  • Office environment

We Offer

  • Career Path and Management Opportunities
  • Bonus
  • Employee Discounts, Referral Bonus, Recognition Program and Employee Service Program
  • Cell Phone reimbursement (when applicable for the position)
  • Mileage reimbursement (when applicable for the position)

Benefits

  • 401k
  • Medical, Prescription, Dental and Vision plans
  • Flexible Spending Account and Health Savings Account
  • Short Term and Long Term Disability
  • Supplemental Life Insurance
  • Employee Assistance Program
  • Paid Time Off and Paid Holidays 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities

Recommended skills

Medicaid
Medicare
Customer Service
Medical Terminology
Patient Information Leaflet
Medical Billing And Coding

Location

Salary Estimator

Based on Job Title, Location and Skills
$40K
Below Avg. Average Above Avg.

Career Path

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Customer Service Representative
Estimated Salary: $65K
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Job ID: CSR4710CB

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Industry pressures and extreme Medicare reimbursement cuts are forcing hundreds of respiratory providers out of business. It is anticipated that an increasing number of patients will be left without access to care. As this crisis accelerates, Rotech stands ready to assist patients with cost-effective, quality home respiratory and medical equipment. That’s the Rotech Advantage!

We are Rotech Healthcare - a family of hometown healthcare companies and industry leaders in providing high quality medical products, unsurpassed customer service, and assistance in patient home health treatment which is second to none. With hundreds of locations from coast to coast, you will find a local Rotech company near you - staffed with good neighbors, good friends, and a team who genuinely care about patients.

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