Wound Care Process Customer Service Representative

Rotech Healthcare Inc.•Menomonee Falls, WI

11h

About The Position

We are seeking a dedicated Process Customer Service Representative to join our 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.

Requirements

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; extensive hours sitting at a desk
Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer
Background investigation (company-wide)
Drug screen (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 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

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
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 HRCM 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

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