About the position
Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com. We are seeking a dedicated Customer Support Specialist 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 new order intake to encompass accuracy with clinical, billing and care related information and processing. First line of contact with new customers. Pay starting at $15 with potential to earn more depending on related experience. HYBRID SCHEDULE (3 days WFH, 2 days in-office) with completion of IN OFFICE TRAINING and are meeting expectations with management approval.
Responsibilities
- 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 and all applicable governmental regulations
- 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 IMBS 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
Requirements
- High school diploma or GED equivalent, required
- Valid driver's license in state of residence with a clean driving record (when applicable for the position)
- Employment is contingent on Background investigation (company-wide)
- Drug screen (when applicable for the position)
Nice-to-haves
- 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
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
- Medical, Prescription, Dental and Vision
- HSA and FSA/Dependent Care FSA
- 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
