Customer Support Specialist (NPWT) REMOTE

About Rotech 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 inventilators, 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 delivershigh-quality products,exceptional service, andcompassionate supportthat 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. Overview and Responsibilities Job Summary We are seeking a dedicated Negative Pressure Wound Therapy (NPWT) Customer Support Specialist to join our team. In this position, you will provide support to the customers of the Support Center (patients, referral sources and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing and care related information and processing. First line of contact with new customers. Pay starting at $15 with potential to earn more depending on related experience PART TIME: Tuesday and Thursday from 7:30am to 4:30pm MST 100% REMOTE Work from Home day one of employment, Must live in the US Essential Job Duties and Responsibilities Able to manage projects and oversee them Audit teams work and find areas of improvement Brings ideas for process or efficiency improvements to supervisor Builds relationships with locations, field management, patients and referral sources Certain functions require outbound calling and data entry Collects co-pays and deductible amounts Conducts insurance verification and eligibility for services/products Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines Develops and maintains working knowledge of current products and services Maintains accuracy and quality control throughout patient contact and data input Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into HRCM and eIntake, printing tickets, assembling charts and processing paperwork Obtains authorization and qualification documentation Prepares complete and accurate files for Billing Department Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral and employee satisfaction Processes work orders to field locations 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 product/service information by answering questions, offering assistance Provides technical assistance to customers as required Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies Works directly with the field and their direct contact person Works extensively with eIntake proprietary system 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 Extensive knowledge of documentation needed for all wound types Extensive knowledge of insurance requirements for NPWT Medical terminology, preferred One year of related work experience, preferred Strong customer service background, 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 Sense of urgency and responsiveness to physicians, location employees and patients 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 sitting, walking, standing, talking and listening Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer Rotech Information Benefits Generous paid time off and paid holidays Overtime pay for non-exempt positions (as applicable) Commission for Account Executives Bonus and incentive opportunities Fixed and variable car reimbursement for Area Managers and Account Executives Car, mileage, and telephone reimbursement (as applicable) Employee discount and recognition programs Employee Assistance Program (EAP) 401(k), HSA, and FSA/Dependent Care FSA Medical, prescription, dental, and vision coverage 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 Hepatitis B (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. All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc. Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse: #J-18808-Ljbffr