Medical Equipment Customer Service Supervisor

Job Description

Job Description

Overview

Join a Leader in Home Healthcare

At Rotech Healthcare Inc ., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Responsibilities

Job Summary

We are seeking a dedicated Customer Service Supervisor to join our team. In this position, you are responsible for overseeing and participating in customer service activities to maintain all Rotech protocols within Rotech’s Policy and Procedures while monitoring related information intake for patients, referral sources, and third party payers.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Assists in resolving patient equipment problems
• Assists in securing necessary billing documents and annual oxygen orders on a regular basis
• Complies with all applicable company policies, procedures, and patient protocols
• Complies with all current government/state regulations and professional standards involving patient care and information intake
• Conducts quality control checks on subordinate paperwork
• Develops and maintains working knowledge of current HME products and services offered by the company and all applicable insurance guidelines respecting eligibility for coverage and reimbursement
• Ensures courteous and efficient service is provided to patients and referrals
• Exercises initiative and sound judgment to obtain desired objectives of all patient services and other patient care areas
• Maintains tracking of referrals and open discharges
• Monitors held item for additional information and review
• Participates in Performance Improvement program to meet company and JCAHO standards
• Receives telephone communication from referral sources and customers (including patient intake and obtaining accurate billing information)
• Reviews paperwork for completion and accuracy as it pertains to policy
• Troubleshoots problems regarding orders, supplies, and insurance billing
• Works cooperatively with physicians, patients, office staff, and other personnel
• Provides direct supervision for CSR staff in the location
• Performs other duties as assigned

Qualifications

Employment is contingent on

• Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
• Drug screen ( when applicable for the position )
• Compliance with healthcare facility credentialing process ( when applicable for the position )
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

• Experience with medical equipment, preferred
• Experience with medical billing practices and of billing reimbursement, preferred
• Experience in medical field and administrative record management, preferred
• One year of related work experience, preferred
• Medical terminology, preferred

Skills and Competencies

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• 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

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Lift and carry office equipment at times
• Requires close vision to small print on computer and/or tablet and paperwork
• Requires contact with patients and equipment with potential exposure to contagious pathogens
• Requires lifting (minimum of 35 pounds) and transporting of patient equipment
• Requires sitting, walking, standing, talking and listening