Medical Equipment Customer Service Representative

Rotech Healthcare; Plano (TX); On-site; USD 32,000 - 45,000; Full time

Job summary

An established industry player is looking for a dedicated Customer Service Representative to enhance patient care. In this role, you'll manage patient information for durable medical equipment and respiratory products, ensuring accurate communication with clients and referral sources. Your contributions will directly impact patient satisfaction and operational efficiency. This position offers a dynamic work environment with opportunities for growth and development. Join a forward-thinking team that values your skills and dedication to service excellence.

Benefits

Generous paid time off

401k

Medical, Dental, and Vision insurance

Employee discount program

Employee recognition program

Bonus and incentive opportunities

Mileage reimbursement

Telephone reimbursement

Life Insurance and Disability benefits

Mental health programs

Qualifications

• High school diploma or GED required; experience in medical field preferred.
• Knowledge of medical billing practices and terminology is a plus.

Responsibilities

• Communicate with patients and referral sources to address inquiries.
• Process patient information and prepare files for billing.

Skills

Mathematical calculations

Effective communication

Confidentiality

Multi-tasking

Time management

Problem solving

Education

High school diploma or GED

Experience in medical field

Medical terminology knowledge

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Office equipment

Job description

We are seeking a dedicated Customer Service Representative to join our team. In this position, you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients / clients, co-workers, and referral sources as it relates to patient services and third party reimbursement.

• Trainingmust be done in Irving, Texas initially before working at the Plano, TX Warehouse location.

Essential Job Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Assists with updating respiratory grid
• Clears previous day’s route and checks all paperwork for accuracy and completeness
• Communicates with patients / clients and referral sources both verbally and in writing to ensure patient / client questions and concerns are processed in a timely manner
• Completes SOPs / CMNs and documents on tracking log
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Coordinates all patient information, processes paperwork, including preparation of file for Billing Department, and completes batch reports for UPS deliveries
• Maintains referral log
• Monitors office supplies
• Prepares deposit for location on a weekly basis
• Prepares invoices for next day routes
• Processes paperwork-confirms tickets, inputs new patient set-ups, and assembles charts
• Provides service for all retail / walk-in equipment requests
• Provides technical assistance to customers
• Verifies Medicare, Medicaid, and private insurance coverage information
• Works with outside agencies to resolve customer issues
• May be required to cover on call, drive a company vehicle and make deliveries to patient's homes
• Performs other duties as assigned

Qualifications

• Background investigation (company-wide)
• Drug screen (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 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

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
• 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 lifting (minimum of 35 pounds) and transporting of patient equipment
• May be required to cover on call, drive a company vehicle and make deliveries to patient's homes
• Requires contact with patients and equipment with potential exposure to contagious pathogens
• Requires sitting, walking, standing, talking and listening
• Requires close vision to small print on computer and / or tablet and paperwork
• Generous paid time Off and paid holidays
• Overtime pay for non-exempt hourly positionsbased on business needs
• Commissionfor 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)
• 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

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