Inbound Customer Service Representative (WFH)
Rotech Healthcare is a national leader in home healthcare, providing essential medical equipment and support to patients. The Sleep Therapy Inbound Customer Service Representative will manage inbound calls, assist with CPAP resupply, and ensure accurate patient information while providing excellent customer service.
Responsibilities
- Acts as patient advocate to resolve questions or concerns
- Collects 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
Skills
- Background investigation (company-wide)
- Drug screen (when applicable for the position)
- Basic Computer and Basic Internet skills test along with a Typing test
- Valid driver's license in state of residence with a clean driving record (when applicable for the position)
- 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
- Effectively communicate in English; both oral and written, with physicians, 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
- Maintain confidentiality and practice discretion and caution when handling sensitive information
- Medical terminology
- 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
- Lift minimum of 10lbs
- Prompt and regular attendance is required
- Requires close vision to small print on computer and or paperwork
- Requires sitting, walking, standing, talking or listening
- Email transmission and communication
- Internet navigation and research
- Microsoft applications including but not limited to Word, Excel (spreadsheets), etc
- Office equipment; fax machine, copier, printer, phone and computer
- Knowledge of billing reimbursement and insurance policies and requirements preferred
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
- Knowledge of medical billing practices preferred
Benefits
- Generous paid time Off and paid holidays
- Overtime pay for non-exempt hourly positions based on business needs
- Commission for Account Executives
- Fixed and variable rate car reimbursement for Area Managers and Account Executives
- Employee discount program
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable for the position)
- Telephone reimbursement (when applicable for the position)
- EAP
- 401k
- HSA and FSA/Dependent Care FSA
- Medical, Prescription, Dental and Vision
- 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
- HEPB and TB vaccinations
Company Overview