Customer Service NPWT Pickup (WFH)

Rotech Healthcare Inc.; United States; Hybrid; USD 16,000 - 23,000; Full time

Benefits offered by this job

Generous paid time off

Medical, dental, and vision coverage

401(k) plan

Employee discounts

Job summary

Rotech Healthcare Inc. seeks a dedicated Negative Pressure Wound Therapy Pickup Customer Service Representative to support patients, referral sources, and employees. You will manage new order intake with clinical, billing, and care information, ensuring accurate processing and timely responses.

Pay starts at $14 per hour with potential increases based on experience. After successful in-office training and meeting expectations, you may work from home. Monday–Friday schedules apply.

Qualifications

• High school diploma or GED required.
• Experience in medical field or administrative records is preferred.
• Experience with medical billing and payor rebates is preferred.

Responsibilities

• Handle initial intake including phone, faxes, and data entry.
• Input patient and referral information accurately in HRCM and eIntake.
• Coordinate with Billing for complete files and documentation.
• Provide education to referral sources, patients and staff on qualifications for service and billing.

Skills

Math calculations

Communication (English)

Verbal & written comprehension

Confidentiality

Multi-tasking

Time management

Customer service

Teamwork

Education

High school diploma or GED

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Locations: ROY, Utah

Categories: Customer Service/Support

Req ID: 28260

About Rotech

Join a Leader in Home Healthcare

At Rotech Healthcare Inc., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you’re a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Overview and Responsibilities

Job Summary

We are seeking a dedicated Negative Pressure Wound Therapy Pickup Customer Service Representative to join our team. In this position, you will provide support to the customers of the Support Center (patients, referral sources and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for new order intake to encompass accuracy with clinical, billing and care related information and processing. First line of contact with new customers.

Pay starting at $14 with potential to earn more depending on related experience

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

Monday – Friday

Essential Job Duties and Responsibilities

• 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 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 offered by the company
• 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
• Prepares complete and accurate files for Billing Department
• 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 and pickup 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 extensively with eIntake proprietary system
• Performs other duties as assigned

Qualifications

Employment is contingent on

• 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)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

• Experience in medical field and administrative record management, preferred
• Experience with medical billing practices and of billing reimbursement, preferred
• Knowledge of insurance policies and requirements, preferred
• Medical terminology, preferred
• One year of related work experience, preferred
• Strong customer service background, preferred

Skills and Competencies

• 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
• Sense of urgency and responsiveness to physicians, location employees and patients
• Work independently and as part of a team

Machines, Equipment and Technical Abilities

• 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

Physical Demands

• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking and listening; extensive hours sitting at a desk
• Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Commission for Account Executives
• Bonus and incentive opportunitiesFixed 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

Equal Opportunity Employer

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.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/