[Hiring] Customer Service Representative @Rotech Healthcare Inc.

Role Description

We are seeking a dedicated Process 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.

• 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 insurance verification and eligibility for services/products
• 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
• Obtains authorization and qualification documentation
• Prepares complete and accurate files for Billing Department
• Processes new orders, 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 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)
• 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 mandated 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 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 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