CPAP Customer Service Representative
About The Position
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.
Requirements
- High school diploma or GED equivalent, required
- 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
- 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
Nice To Haves
- Experience in medical field and administrative record management, preferred
- Medical terminology, preferred
- One year of related work experience, preferred
- Strong customer service background, preferred
Responsibilities
- Assists customer in processing orders through website
- Assists Inbound Call Center taking inbound calls and assisting patients with questions issues or resupply request
- Build relationships with locations, patients and referral sources
- Certified by RRT to read physicians orders and apply settings to equipment
- Conducts insurance verifications for products and services
- Develop and maintain working knowledge of current products and services offered by the company
- Gathers information regarding equipment problems and or failures
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
- Initiates process to obtain CPAP Direct tickets from Customer Support Center team after completion
- Learn and understand basic insurance guidelines
- Maintain accurate and quality control throughout processing of tickets
- Manages special projects related to increase in orders or revenue
- Obtaining correct supplies from pick line per ticket
- Packaging and shipping accuracy
- Process patient orders through online system or manually
- Provide education to referral sources, patients and employees on equipment and supplies
- Provide technical customer service assistance
- Resolve tracking issues for packages shipped through courier
- Review physician’s orders for correct equipment settings
- Troubleshoots problems based on patient input regarding the scope and/or magnitude of failure
- Verify orders making sure that they are complete, accurate and all documentation required has been obtained
- Performs other duties as assigned
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
