CPAP Customer Service Representative

Rotech Healthcare Inc.•Orlando, FL

1d•$17 - $20•Remote

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. Overview and Responsibilities Job Summary We are seeking a dedicated Customer Service Representative – CSR CPAP 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. The CSR is also responsible for directing and managing new patient set ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region. The CSR may also be assigned additional job duties as required and additional projects to support the location in achieving their goals. The position pays between $17/hr. - 19.50/hr. depending on related experience and 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.) Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care Communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner Complies with all applicable company policies and procedures to meet JCAHO and company standards Complies with and follows internal and company-wide operating protocols in processing role Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors Expected to maintain expertise of insurance requirements for locations serviced in the division Hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise Internal recommendations: Dedicated Inbox Processor – 20 tickets per day; Inbox/OIP Processor – 10 tickets & 30 OIP accounts per day; OIP Processor – 60 accounts per day (Work rate expectations dependent on tenure of position) Maintains understanding of internal policies and procedures. Processes new orders: inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner Proficient at managing varying expectations per each referral source and sales rep Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line Work assigned to the CSR Processing Specialist is measured by the Manager’s quantity and quality/accuracy of work completed Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals Works with colleague’s to support the overall goals of the team Work from home position requirements: Have adequate Internet and work space free from distractions Performs other duties as assigned

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
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
Lift and carry office equipment at times
Requires sitting, walking, standing, talking and listening
Requires close vision to small print on computer and/or tablet and paperwork
Work from home position requirements: Have adequate Internet and work space free from distractions
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)

Nice To Haves

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

Responsibilities

Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing time-lines and patient care
Communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner
Complies with all applicable company policies and procedures to meet JCAHO and company standards
Complies with and follows internal and company-wide operating protocols in processing role
Examines and proposes improvements to increase efficiencies, decrease processing time-line, and minimize errors
Expected to maintain expertise of insurance requirements for locations serviced in the division
Hold themselves accountable to their goals, regularly and proactively communicate progress, plans, and problems to supervisor as well as providing solutions to challenges that arise
Maintains understanding of internal policies and procedures.
Processes new orders: inputs new patient set-ups, verify insurance eligibility and order requirements, follow up and obtain missing documentation, obtain authorizations, collect patient balances, work with 3rd party platforms, communicate with patient regarding their set up expectations and completes daily assigned work in an accurate and timely manner
Proficient at managing varying expectations per each referral source and sales rep
Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
Works autonomously and independently to maintain a high performance rate and above average results in the in-box, OIP, and assigned goals
Works with colleague’s to support the overall goals of the team
Work from home position requirements: Have adequate Internet and work space free from distractions
Performs other duties as assigned

Benefits

Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for 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)
EAP
401k, HSA and FSA/Dependent Care FSA
Medical, Prescription, Dental and Vision
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