Note: The job is a remote job and is open to candidates in USA. Rotech Healthcare Inc. is hiring a Negative Pressure Wound Therapy (NPWT) Customer Support Specialist to support patients, referral sources, and employees. The role handles new-order intake, patient-care and reimbursement tasks, customer questions, and coordination of product and service fulfillment.
Responsibilities
- Able to manage projects and oversee them
- Audit teams work and find areas of improvement
- Brings ideas for process or efficiency improvements to supervisor
- Builds relationships with locations, field management, patients and referral sources
- Certain functions require outbound calling and data entry
- Collects co-pays and deductible amounts
- Conducts insurance verification and eligibility for services/products
- Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
- Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
- Develops and maintains working knowledge of current products and services
- Maintains accuracy and quality control throughout patient contact and data input
- Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into HRCM and eIntake, printing tickets, assembling charts and processing paperwork
- Obtains authorization and qualification documentation
- Prepares complete and accurate files for Billing Department
- Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral and employee satisfaction
- Processes work orders to field locations and coordinates timely fulfillment of products and services ordered
- Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
- Provides product/service information by answering questions, offering assistance
- Provides technical assistance to customers as required
- Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
- Works directly with the field and their direct contact person
- Works extensively with eIntake proprietary system
- Performs other duties as assigned
Skills
- High school diploma or GED equivalent, required
- 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
- Sense of urgency and responsiveness to physicians, location employees and patients
- 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
- Extensive knowledge of documentation needed for all wound types
- Extensive knowledge of insurance requirements for NPWT
- Medical terminology, preferred
- One year of related work experience, preferred
- Strong customer service background, preferred
Benefits
- Generous paid time off and paid holidays
- Overtime pay for non-exempt positions (as applicable)
- Bonus and incentive opportunities
- 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
- 100% remote work from home starting day one of employment; must live in the US
Company Overview