CSR Field Resolution Specialist REMOTE

Rotech Healthcare Inc. • Nashville, TN

5d • 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.

Job Summary
We are seeking a dedicated Field Resolution Specialist (REMOTE) to join our Rotech 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 obtaining billing documentation to maintain patient care for our existing customer base.
This is a primarily remote role; however, candidates must be within commuting distance of any Rotech location for occasional onsite training and equipment needs.

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; organize, plan and delegate
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team with strong leadership skills
• 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 with all major insurance carrier eligibility, authorizations and reimbursement guidelines, preferred
• Experience with durable medical equipment or home medical equipment and Medical terminology, preferred
• Experience with insurance policies and requirements along with medical billing practices and reimbursements, preferred
• One year of related work experience, preferred
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Responsibilities

• Brings ideas for process or efficiency improvements to Team Lead
• Builds relationships with locations, field management, patients and referral sources
• Conducts insurance verification and eligibility for services/products
• Daily outbound calling to our customers (patients, referral sources and locations)
• 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 and all applicable governmental regulations
• Emphasis on specialized projects to include but not limited to: Specialized insurance payers, Patient retention program, and/or progressive respiratory equipment approvals.
• Maintains accuracy and quality control throughout patient contact and data input, including patient notes
• May collect co-pays and deductible amounts
• Obtains authorization, orders and qualification documentation
• Prepares complete and accurate patient files and notes
• Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
• Provides mentorship and assists with training for our Customer Support Specialist Team.
• Provides product/service information by answering questions, offering assistance
• Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
• Resolves issues or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
• Works extensively with eIntake proprietary system as well as HRCM
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED