Inbound Customer Service Representative (WFH)

About the role

Rotech Healthcare Inc. is seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. Primarily responsible for new order intake to encompass accuracy with product selection and utilization guidelines. Verifies and enters correct patient demographics, payer and physician related information. Also assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance. Product expert on various mask interfaces and assisting with basic mask fit issues. First line of contact for CPAP resupply customers.

Responsibilities

• Acts as patient advocate to resolve questions or concerns
• Collections patient, source information and inputs data into e-Intake
• Completes thorough verification for products and services
• Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
• Develops and maintains working knowledge of current products and services offered by the company
• Identifies and resolves problems in a timely manner
• Makes outbound calls as needed to collect patient data
• Manages all aspects of initial intake via high volume inbound phone calls
• Processes related patient paperwork if assigned
• Processes tickets to ensure timely fulfillment of product orders
• Prompt and regular attendance is required
• Provides basic technical customer service assistance for CPAP equipment
• Provides education to patients and location employees on CPAP supplies
• Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Performs other duties as assigned

Requirements

• Background check (company-wide)
• 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)
• Basic Computer, Basic Internet skills and a Typing test
• High school diploma or GED equivalent, required
• 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
• 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
• Work independently and as part of a team
• 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
• 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

Qualifications

• Required Education and/or Experience: High school diploma or GED equivalent, required. One year of related work experience, preferred. Experience with medical equipment, preferred. Experience with medical billing practices and of billing reimbursement, preferred. Experience in medical field and administrative record management, preferred. Medical terminology, preferred.
• Preferred Education and/or Experience: None specified
• Skills and Competencies: Machines, Equipment and Technical Abilities - Basic Computer, Basic Internet skills and a Typing test. Physical Demands - None specified
• Rotech Information: None specified
• 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.

Pay

Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings

Schedule

Mon - Fri 8:30am - 5pm