Note: The job is a remote job and is open to candidates in USA. Rotech Healthcare Inc. is a national home healthcare provider offering medical equipment and related patient services. The Sleep Therapy Inbound Customer Service Representative supports CPAP resupply customers by managing inbound orders, verifying patient and insurance information, providing basic sleep coaching and equipment assistance, and coordinating timely fulfillment.
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
- High school diploma or GED equivalent, required
- 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
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
- Work From Home after successful completion of IN OFFICE TRAINING and meeting expectations with management approval
Company Overview