Inbound Customer Service Representative (WFH)

Rotech Healthcare Inc•Murray, KY

50d•$16•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 Summary We are seeking a dedicated Sleep Therapy Inbound Customer Service Representative for our Sleep Central Inbound Call Center in our Murray Operations division. This position serves the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. Primarily responsible for new order intake to encompass accuracy with product selection and utilization guidelines. Verifies and enters correct patient demographics, payer and physician related information. Also assists customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance. Product expert on various mask interfaces and assisting with basic mask fit issues. First line of contact for CPAP resupply customers. Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings Mon - Fri 8:30am - 5pm Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval

Requirements

Employment is contingent on
Background investigation (company-wide)
Drug screen (when applicable for the position)
Basic Computer and Basic Internet skills test along with a Typing test
Valid driver's license in state of residence with a clean driving record (when applicable for the position)
High school diploma or GED equivalent
One to three years of related prior work experience in a team-oriented environment
Experience in medical field and administrative record management
Strong customer service background
Effectively communicate in English; both oral and written, with physicians, employees and patients to ensure questions and concerns are processed in a timely manner
Helpful, knowledgeable and polite while maintaining a positive attitude
Interpret a variety of instructions in a variety of communication mediums
Knowledge of billing reimbursement and insurance policies and requirements preferred
Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
Knowledge of medical billing practices preferred
Maintain confidentiality and practice discretion and caution when handling sensitive information
Medical terminology
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
Lift minimum of 10lbs
Prompt and regular attendance is required
Requires close vision to small print on computer and or paperwork
Requires sitting, walking, standing, talking or listening
Email transmission and communication
Internet navigation and research
Microsoft applications including but not limited to Word, Excel (spreadsheets), etc.
Office equipment; fax machine, copier, printer, phone and computer

Responsibilities

Acts as patient advocate to resolve questions or concerns
Collects patient, source information and inputs data into e-Intake
Completes thorough verification for products and services
Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
Develops and maintains working knowledge of current products and services offered by the company
Identifies and resolves problems in a timely manner
Makes outbound calls as needed to collect patient data
Manages all aspects of initial intake via high volume inbound phone calls
Processes related patient paperwork if assigned
Processes tickets to ensure timely fulfillment of product orders
Prompt and regular attendance is required
Provides basic technical customer service assistance for CPAP equipment
Provides education to patients and location employees on CPAP supplies
Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
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