Medical Equipment Customer Service Supervisor

Rotech Healthcare Inc.; Westland (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Generous paid time off

Medical, dental, vision coverage

401(k) and savings programs

Job summary

Rotech Healthcare Inc. is seeking a Customer Service Supervisor to oversee patient service activities and ensure adherence to company protocols. The role includes monitoring intake from patients, referrals, and payers, with potential on-site training at locations as needed.

The supervisor will manage CSR staff, drive quality in billing and documentation, and collaborate with clinicians and office teams to ensure exceptional patient care and service levels.

Qualifications

• Background check and drug screen as required.
• Compliance with healthcare facility credentialing process when applicable.
• Valid driver’s license with clean record if required.
• Education and experience aligned with job duties and regulations.

Responsibilities

• Oversee patient service activities and maintain Rotech protocols.
• Train and supervise CSR staff at the location as needed.
• Ensure accurate intake of patient referrals and billing information.
• Monitor compliance with policies and government regulations.
• Collaborate with clinicians, patients, and referral sources to ensure service quality.

Skills

Communication skills

English proficiency

Multitasking

Teamwork

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

Excel

CRM systems

Job description

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 inventilators, 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 46 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 dedicatedCustomer Service Supervisor to join our team. In this position, you are responsible for overseeing and participating in customer service activities to maintain all Rotech protocols within Rotech's Policy and Procedures while monitoring related information intake for patients, referral sources, and third party payers. CSR Supervisor may be required to train physically in locations at times.

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 in resolving patient equipment problems
• Assists in securing necessary billing documents and annual oxygen orders on a regular basis
• Complies with all applicable company policies, procedures, and patient protocols
• Complies with all current government/state regulations and professional standards involving patient care and information intake
• Conducts quality control checks on subordinate paperwork
• Develops and maintains working knowledge of current HME products and services offered by the company and all applicable insurance guidelines respecting eligibility for coverage and reimbursement
• Ensures courteous and efficient service is provided to patients and referrals
• Exercises initiative and sound judgment to obtain desired objectives of all patient services and other patient care areas
• Maintains tracking of referrals and open discharges
• Monitors held item for additional information and review
• Participates in Performance Improvement program to meet company and JCAHO standards
• Receives telephone communication from referral sources and customers (including patient intake and obtaining accurate billing information)
• Reviews paperwork for completion and accuracy as it pertains to policy
• Troubleshoots problems regarding orders, supplies, and insurance billing
• Works cooperatively with physicians, patients, office staff, and other personnel
• Provides direct supervision for CSR staff in the location
• 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

• Candidates may qualify through a combination of education, training, and relevant work experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.
• Any education requirements mandateld by applicable federal, state, or local law, regulation, licensing requirement, or customer contract.

Preferred Education and/or Experience

• High school diploma or GED equivalent, preferred
• 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

• 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 close vision to small print on computer and/or tablet and paperwork
• Requires contact with patients and equipment with potential exposure to contagious pathogens
• Requires lifting (minimum of 35 pounds) and transporting of patient equipment
• Requires sitting, walking, standing, talking and listening

Rotech Information

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Commissionfor 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

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

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.