Registered Nurse Call Center

Rotech Healthcare Inc.•Murray, KY

About The Position

Rotech Healthcare Inc. is seeking a Registered Nurse Call Center to provide telephonic support related to respiratory equipment and supplies. The nurse supports field staff, referral sources, patients, and caregivers within their clinical expertise and education, and handles tasks and communications related to CPAP compliance. The stated pay range is $26–$35, depending on experience and license. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with an on-call rotation every four to six weeks. On-call work involves phone consultations during non-business hours and flexibility to support a 24/7 call center operation. The role includes assessing and troubleshooting equipment concerns by phone, educating and counseling patients, monitoring progress against insurance guidelines or Rotech time frames, and coordinating in-person visits when phone-based measures are unsuccessful. The nurse must maintain required licensure and continuing education and safeguard company and patient information.

Requirements

High school diploma or GED equivalent.
Credentials as a Registered Nurse (RN).
License in the primary state of the home office as required by state law, and provide a copy of the license to the location.
Effectively communicate in English, orally and in writing.
Interpret verbal, non-verbal, written, listening, and visual communications.
Maintain confidentiality, discretion, and caution when handling sensitive information.
Make appropriate recommendations for changes to patient care based on patient assessment.
Multitask while maintaining attention to detail.
Review patient charts and determine compliance with Rotech policies and procedures.
Demonstrate self-motivation, organization, time-management, and deductive problem-solving skills.
Troubleshoot clinical issues and resolve equipment issues over the phone.
Work independently and as part of a team.
Understand use of applicable home respiratory equipment and supplies.
Employment is contingent on a background check; drug screening and healthcare facility credentialing where applicable; and a valid driver’s license with a clean driving record where applicable.

Nice To Haves

Completion of an accredited program or degree in respiratory care/therapy or a related science; nursing or other paramedical training may be acceptable depending on state licensure laws.
Maintain continuing education units as required by state law; if not required, maintain a minimum of four CEUs per year.
May be required to obtain licensure in neighboring states depending on the location’s service area.
Experience with home respiratory care.
One year of related work experience.

Responsibilities

Provide telephonic clinical support about respiratory equipment and supplies to field staff, referral sources, patients, and caregivers.
Participate in on-call assignments as needed, including phone consultations outside business hours on a rotation currently scheduled every four to six weeks.
Counsel and re-educate non-compliant patients according to physicians’ instructions.
Gather information about equipment problems and troubleshoot based on information provided by patients, caregivers, and field personnel.
Initiate patient enrollment in the CPAP Compliance Program.
Learn and apply basic insurance guidelines.
Maintain continuing education as necessary for job performance and as required for state licensure or certification.
Maintain current licensure, certification, or other requirements under state law in the state or states of practice.
Determine whether an in-person visit is needed after other measures have been unsuccessful, and contact the location or dispatch appropriate personnel.
Monitor patient progress according to patient-specific insurance guidelines and/or Rotech time frames.
Protect company and patient information.
Provide clinical support to locations and field personnel, answering clinical and troubleshooting questions.
Educate patients, as applicable, on respiratory equipment use, maintenance and safety; prescribed equipment use; therapy compliance and benefits; and potential consequences or adverse effects of noncompliance or therapy.
Review the appropriate manufacturer system for compliance tracking.
Perform other duties as assigned.

Benefits

Generous paid time off and paid holidays.
Overtime pay for non-exempt positions, as applicable.
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 and TB vaccinations.