Medical Equipment Operations Customer Service REMOTE
Rotech Healthcare Inc.2.5
Pottsville, PA
Job description
OVERVIEW
Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care 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

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JOB INFORMATION
Summary
We are seeking a dedicated Customer Service Representative Market Operations to join the Rotech team. This position is responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers and referral sources as it relates to patient services and third party reimbursement.

The CSR Market Operations is also responsible for directing and managing new patient set ups, existing patient requests and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR Market Operations may also be assigned additional job duties as required and additional projects to support the location in achieving their goals.
  • 100% REMOTE Work from Home day one of employment
  • Must live in the US and live within 60 miles of any Rotech Location
Essential Duties and Responsibilities
  • Assists with updating respiratory grid
  • Communicates and works with operations and sales staff to reduce internal work-flow issues and errors that impact processing time-lines and patient care. Is proficient at managing varying expectations per each referral source and sales rep
  • Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner
  • Complies with all applicable company policies and procedures to meet JCAHO and company standards
  • Complies with and follows internal and company-wide operating protocols in processing role. Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
  • Manages the process of rolling on and rolling off locations to the Region teams including leading kickoff meetings, training sessions, and communicating expectations and processes to primarily location manager, sales staff, and CSRs
  • Monitors office supplies
  • Prepares invoices for next day routes
  • Processes paperwork-confirms tickets, inputs new patient set-ups, and completes daily assigned work in an accurate and timely manner
  • Provides technical assistance to customers
  • Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line. Maintains understanding of internal policies and procedures. The CSR Market Operations is expected to maintain expertise of insurance requirements for their primary locations in addition to a working knowledge of their colleague's primary locations to provide coverage
  • Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals. Is expected to hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
  • Works with outside agencies to resolve customer issues
  • Performs other duties as assigned
Work Rate and Performance Expectations
All work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality/accuracy of work completed
Internal recommendations: Dedicated In-box Processor - 20-25 tickets per day / In-box/OIP Processor - 10-12 tickets & 30-35 OIP accounts per day / OIP Processor - 50-70 accounts per day (Work rate expectations dependent on tenure of position)

QUALIFICATIONS
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
  • Experience in medical field and administrative record management preferred
  • Strong customer service background preferred
Skills, Knowledge and Abilities
  • Flexible approach
  • 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)
  • Knowledge of insurance policies and requirements preferred
  • Knowledge of medical billing practices and billing reimbursement preferred
  • Knowledge of medical equipment, preferred
  • Maintain confidentiality, discretion and caution when handling sensitive information
  • Medical terminology, preferred
  • 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
  • Requires sitting, walking, standing, talking or listening
  • Requires close vision to small print on computer and or paperwork
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



ROTECH INFORMATION
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
Make the Right Move, Create your Profile and Submit your Resume TODAY!! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile / resume to, Sign into your account. We appreciate your interest in Rotech Healthcare Inc.

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. Rotech Healthcare Inc. is a DRUG FREE WORKPLACE
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Company details

Headquarters

Orlando, FL

Employee

1001 to 5000

Revenue

$100M to $500M (USD)

Industry

Health Care

Company Description
Rotech Healthcare Inc. is a national leader in providing Respiratory and Sleep Apnea treatment as well as home medical equipment. Each and every day, thousands of employees contribute to delivering outstanding customer service and patient care through hundreds of locations across 45 states
Company ratings
  • Overall
    2.5
  • Company & Benefits
    2.5 / 5
  • Culture & Values
    2.4 / 5
  • Career Opportunities
    2.2 / 5
  • Work/Life Balance
    2.6 / 5
  • Senior Management
    2.3 / 5
Company reviews
"It was fine."
Former EmployeeRespiratory Therapist
Worked prn setting up paps, it was a fine place to work for extra money. I have no complaints as a per diem, but I also wasn't there 8 hours a day!!!!

"Steady work but work weekends on call"
Former EmployeeService Technician
The job was okay at first until multiple people quit and I ended up working every weekend two months straight. It took them forever to hire another person

"I would never advise an RT to apply for employment"
Former EmployeeRespiratory Therapist
This employment experience was a train wreck. The most incompetent management and the rest either don't want to be there or want to do just what is absolutely bare minimum. As the RT I loved serving my patients there but this is a sinking ship filled with lossers!!! Do not bite if any position becomes posted. You will become miserable quickly. Wish I didn't have to rate with one star.

"I Would not recommend this company to anyone "
Former EmployeeService Technician
I Would not recommend this company to anyone. It's a very hostile work environment and they do not care about their employees. And if you are a driver they expect you to be oncall 7 days a week.