[Remote] CPAP Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Rotech Healthcare Inc. is a national leader in home healthcare, providing essential medical equipment and services to patients. They are seeking a dedicated Customer Service Representative for CPAP services who will manage patient information intake, ensure timely communication with clients and referral sources, and handle new patient setups according to company standards.

Responsibilities

• Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care
• Communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Complies with and follows internal and company-wide operating protocols in processing role
• Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
• Expected to maintain expertise of insurance requirements for locations serviced in the division
• Hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
• Internal recommendations: Dedicated Inbox Processor - 20 tickets per day; Inbox/OIP Processor - 10 tickets & 30 OIP accounts per day; OIP Processor - 60 accounts per day (Work rate expectations dependent on tenure of position)
• Maintains understanding of internal policies and procedures
• Processes new orders: inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner
• Proficient at managing varying expectations per each referral source and sales rep
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
• Work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality/accuracy of work completed
• Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals
• Works with colleague's to support the overall goals of the team
• Work from home position requirements: Have adequate Internet and work space free from distractions
• Performs other duties as assigned

Skills

• High school diploma or GED equivalent, required
• Background check (company-wide). Results will not be used automatically to disqualify individuals
• 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)
• 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
• Work from home position requirements: Have adequate Internet and work space free from distractions
• 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

Company Overview