Medical Equipment Customer Service Representative


Rotech Healthcare Inc.

is still hiring to help serve our patients during this time of the COVID 19
As your Home Respiratory and DME equipment and services provider, our number one priority is the safety of our patients and our employees.

PPE is provided to all of our employees that will have contact with patients.

We have implemented the following measures:
Maintaining social distancing of at least 6 feet in both the workplace and during home delivery/pickup, whenever possible.

Asking patients to complete a screening questionnaire to determine high-risk situations for our employees.

Enhanced cleaning procedures for all of our equipment.

Communicating frequently with our employees regarding the latest guidance from the CDC.

Rotech is a federal contractor and certain contracts require our employees to provide proof of the COVID 19 Vaccination or provide support for an Exemption.

We are seeking a dedicated Customer Service Representative.   In this role you will be 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.

Essential Duties and Responsibilities
Assists with updating respiratory grid and maintains referral log
Clears previous day’s route and checks all paperwork for accuracy and completeness
Completes SOPs/CMNs and documents on tracking log
Complies with all applicable company policies and procedures to meet JCAHO and company standards
Coordinates all patient information, processes paperwork, including preparation of file for billing department and completes batch reports for UPS deliveries
Develops and maintains a working knowledge of current products and services and Medicare, Medicaid, insurance regulations and FDA/DOT and JCAHO guidelines
Manages all aspects of intake; answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS, printing tickets, assembling charts and processing paperwork
Monitors office supplies
Prepares complete and accurate files for billing department
Prepares deposit for location on a weekly basis
Prepares invoices for next day routes
Prepares tickets for daily routes
Processes paperwork-confirms tickets, inputs new patient set-ups and assembles charts  
Provides service for all retail/walk-in equipment requests
Provides technical assistance to customers
Verifies Medicare, Medicaid and private insurance coverage information
Works with outside agencies to resolve customer issues
Performs other duties as assigned
Supervisory Responsibilities
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
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