Customer Service Representative

Join a Leader in Home Healthcare At Rotech Healthcare Inc., we're more than a medical equipment providerwe'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. Job Summary We are seeking a dedicated Negative Pressure Wound Therapy (NPWT) Intake Customer Service Representative 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 $14 with potential to earn more depending on related experience Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval Monday Friday 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.) 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 offered by the company 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 IMBS 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 extensively with eIntake proprietary system Performs other duties as assigned 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 in medical field and administrative record management, preferred Experience with medical billing practices and of billing reimbursement, preferred Knowledge of insurance policies and requirements, preferred Medical terminology, preferred One year of related work experience, preferred Strong customer service background, preferred Skills and Competencies 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) 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; extensive hours sitting at a desk Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer 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