Inbound Customer Service Representative (WFH)

Rotech Healthcare Inc. is a national leader in home healthcare, specializing in various medical equipment and services. They are seeking a dedicated Sleep Therapy Inbound Customer Service Representative to assist customers with CPAP resupply, ensuring accurate order intake and providing support for sleep therapy patients.

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

Requirements:

• High school diploma or GED equivalent, required
• 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)
• Basic Computer, Basic Internet skills and a Typing test
• 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
• 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