Medical Equipment Customer Service Supervisor

Rotech Healthcare Inc.•High Point, NC

About The Position

We are seeking a dedicated Customer Service Supervisor to join our team. In this position, you are responsible for overseeing and participating in customer service activities to maintain all Rotech protocols within Rotech’s Policy and Procedures while monitoring related information intake for patients, referral sources, and third party payers.

Requirements

High school diploma or GED equivalent, required
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 close vision to small print on computer and/or tablet and paperwork
Requires contact with patients and equipment with potential exposure to contagious pathogens
Requires lifting (minimum of 35 pounds) and transporting of patient equipment
Requires sitting, walking, standing, talking and listening
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

Assists in resolving patient equipment problems
Assists in securing necessary billing documents and annual oxygen orders on a regular basis
Complies with all applicable company policies, procedures, and patient protocols
Complies with all current government/state regulations and professional standards involving patient care and information intake
Conducts quality control checks on subordinate paperwork
Develops and maintains working knowledge of current HME products and services offered by the company and all applicable insurance guidelines respecting eligibility for coverage and reimbursement
Ensures courteous and efficient service is provided to patients and referrals
Exercises initiative and sound judgment to obtain desired objectives of all patient services and other patient care areas
Maintains tracking of referrals and open discharges
Monitors held item for additional information and review
Participates in Performance Improvement program to meet company and JCAHO standards
Receives telephone communication from referral sources and customers (including patient intake and obtaining accurate billing information)
Reviews paperwork for completion and accuracy as it pertains to policy
Troubleshoots problems regarding orders, supplies, and insurance billing
Works cooperatively with physicians, patients, office staff, and other personnel
Provides direct supervision for CSR staff in the location
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