Medical Equipment Customer Service Supervisor

About Rotech

We are a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment. Our mission is to empower patients to manage their health from the comfort of home.

Overview and Responsibilities

We are seeking a dedicated Customer Service Supervisor to join our team. This role involves overseeing and participating in customer service activities to maintain all Rotech protocols within our Policy and Procedures. Key responsibilities include:

• Assists in resolving patient equipment problems
• Aids in securing necessary billing documents and annual oxygen orders
• Complies with all applicable company policies, procedures, and patient protocols
• Maintains a working knowledge of current HME products and services offered by the company and all applicable insurance guidelines
• 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 items 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

• 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

Skills and Competencies

• Effectively communicates in English; both oral and written
• Interprets a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintains confidentiality, discretion and caution when handling sensitive information
• Multi-tasks along with attention to detail
• Self-motivated, organized, time-management and deductive problem-solving skills
• Works independently and as part of a team
• Machines, equipment and technical abilities: email transmission and communication, internet navigation and research, Microsoft applications (Outlook, Word, Excel), office equipment (fax machine, copier, printer, phone and computer/tablet)

Physical Demands

• Lifts and carries 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