Specialty Products Customer Service Representative

Rotech Healthcare Inc.•Murray, KY

About The Position

Rotech Healthcare Inc. is seeking a customer-focused, detail-oriented Specialty Products Customer Service Representative. The role provides timely and accurate customer support while processing Specialty Products orders and requests according to department procedures, quality standards, and performance expectations. The representative helps ensure requests are handled efficiently and accurately from initial contact through fulfillment, maintaining expected productivity, quality, accuracy, and customer-service levels while using department systems and resources effectively. The representative interacts with patients through voice, email, chat, and text; reviews information for accuracy and completeness; researches questions and resolves issues; and escalates matters that cannot be resolved within established guidelines. The role also includes making marketing lead sales calls, documenting interactions and order activity, and collaborating with teammates, leadership, and internal departments. Employees are expected to protect confidential information, follow applicable policies and compliance requirements, participate in training and performance-development activities, and adapt to evolving processes and business needs. Other duties may be assigned. Rotech describes itself as a national home healthcare provider with locations across 46 states, offering products and services including ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment. The company promotes a mission of helping patients manage their health at home and describes its work environment as supportive, with opportunities for growth and advancement.

Requirements

Basic computer skills, basic internet skills, and completion of a typing test.
Ability to interpret and respond to verbal, written, and visual communications.
Ability to work independently and collaboratively within a team.
Problem-solving, time-management, and organizational skills.
Excellent verbal and written communication skills in English.
Ability to maintain confidentiality and handle sensitive information with discretion.
Strong attention to detail and ability to multitask effectively.
Ability to use email, navigate and research on the internet, and use Microsoft Outlook, Word, and Excel.
Ability to use office equipment including a fax machine, copier, printer, phone, and computer and/or tablet.
Must be able to sit, stand, walk, talk, and listen for extended periods.
Close vision is required to read small print on screens and paperwork.
Employment is contingent on a company-wide background check; the company states that results will be individually assessed rather than used automatically to disqualify applicants.
Drug screening may apply depending on the position.
Healthcare facility credentialing may apply depending on the position.
A valid driver’s license in the state of residence and a clean driving record may apply depending on the position.
Candidates may qualify through a combination of education, training, and relevant work experience demonstrating the knowledge, skills, and abilities needed for the role.
Any education requirements mandated by applicable law, regulation, licensing requirement, or contract must be met.

Nice To Haves

High school diploma or GED equivalent.
Experience with medical equipment.
Experience with medical billing practices and billing reimbursement.
Experience in the medical field and administrative record management.
One year of related work experience.
Knowledge of medical terminology.

Responsibilities

Accurately document customer interactions, order activity, and other required information in applicable systems.
Adapt to changes in processes, systems, products, and business requirements.
Identify opportunities to improve department processes, customer experience, efficiency, and accuracy.
Communicate recurring issues, process concerns, system problems, and customer trends to the Team Lead or Manager.
Manage time effectively and maintain appropriate workflow throughout the workday.
Escalate issues that cannot be resolved within established guidelines to the appropriate leadership or support team.
Follow established policies, procedures, quality requirements, compliance standards, processes, and workflows.
Handle patient interactions through voice, email, chat, and text.
Identify missing, incorrect, or conflicting information and take appropriate action to resolve it before completing requests.
Maintain professional and collaborative working relationships with teammates, leadership, and internal departments.
Maintain a strong understanding of Specialty Products, department processes, systems, and procedures.
Meet productivity and performance levels consistent with department standards and KPIs.
Make marketing lead sales calls according to established contact cadence; note patient accounts and create and submit orders for fulfillment.
Monitor personal performance and take ownership of productivity, quality, and service expectations.
Participate in training, team meetings, process updates, and departmental initiatives.
Process Specialty Products orders, requests, and related activities accurately and efficiently.
Protect customer information and maintain confidentiality in accordance with company policies and applicable requirements.
Provide professional, courteous, and knowledgeable service through assigned communication channels.
Respond to coaching and feedback and participate in performance improvement and development activities.
Review customer and order information to ensure required information is accurate and complete before processing.
Use department systems and resources to research information, process orders, and resolve customer questions or issues.
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.
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 coverage, accidental death coverage, 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.
The company describes competitive compensation, benefits, employee recognition programs, and opportunities for growth and advancement.