Inbound Customer Service Representative (WFH), Kentucky

OVERVIEW:
Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment.  We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage 

JOB INFORMATION:
Summary

We are seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in our Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. Primarily responsible for new order intake to encompass accuracy with product selection and utilization guidelines. Verifies and enters correct patient demographics, payer and physician related information. Also assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance. Product expert on various mask interfaces and assisting with basic mask fit issues. First line of contact for CPAP resupply customers.

Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings

Mon - Fri 8:30am - 5pm

Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval

Essential Duties and 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

QUALIFICATIONS:
Employment is contingent on

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)

Education and/or Experience

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

Skills, Knowledge and Abilities

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

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

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

Physical Demands

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

Machines, Equipment and Technical Abilities

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

ROTECH INFORMATION:
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

Medical, Prescription, Dental and Vision

HSA and FSA/Dependent Care FSA

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 

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, . All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc. 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.