Wound Care Intake Customer Service Supervisor

Rotech Healthcare Inc.•Menomonee Falls, WI

2d•Remote

About The Position

We are seeking a dedicated Wound Care Intake Supervisor to join our team. In this position, you are responsible for performing all tasks and communication related to intake of patient information concerning the service of durable medical equipment and respiratory products and supplies with patients/clients, co-workers and referral sources as it relates to patient services and third party reimbursement. Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval Monday – Friday, 8am – 5pm

Requirements

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)
High school diploma or GED equivalent, required
Accurately perform simple mathematical calculations
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
Sense of urgency and responsiveness to physicians, location employees and patients
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 sitting, walking, standing, talking and listening
Requires close vision to small print on computer and/or tablet and paperwork

Nice To Haves

Experience in medical field and administrative record management, preferred
Experience with medical billing practices and of billing reimbursement, preferred
Knowledge of insurance policies and requirements, preferred
Medical terminology, preferred
One year of related work experience, preferred
Strong customer service background, preferred

Responsibilities

Actively supports and conducts quality assurance monitoring for all team members on a frequent and ongoing basis to ensure patient satisfaction and conformance with process requirements and quality standards, while leading initiatives to eliminate non-conformance to operational policies and procedures
Answers the phone and receives faxes, collecting patient and referral source information, inputting data into Brightree, assembling charts and processing paperwork
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
Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
Conducts themselves as a role model of professionalism for the team
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
Ensures subordinates adhere to defined schedules
Identifies team and individual training needs and assists in developing plans for immediate and long-term performance improvements
Maintains accuracy and quality control throughout patient contact and data input
Monitors and documents employee performance results for ongoing coaching and performance appraisals to ensure they consistently meets or exceeds productivity measures
Prepares complete and accurate files for Billing Department
Provides daily management of direct report employees within department
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 thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
Works extensively with Brightree system
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