CPAP Customer Service Representative HYBRID

Overview

Join a Leader in Home Healthcare

At Rotech Healthcare Inc, werame as a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment. We empower patients to manage their health from the comfort of home. With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively.

Whether youre a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives. Explore more about our mission and services at

We are seeking a dedicated Customer Service Representative - CSR CPAP to join our team. In this position, you are responsible for 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. The CSR directs and manages new patient set ups and tickets in accordance with Rotech and internal location standards for multiple locations across the region.

The CSR may be assigned additional duties and projects to support the location in achieving its goals. This position pays between $16/hr - $19/hr depending on related experience and location.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities and activities may change at any time with or without notice.

• Communicates and works with operations and sales staff to reduce internal workflow issues and errors that affect processing timelines and patient care
• Communicates with patients/clients, referral sources and Rotech sister locations both verbally and in writing to ensure questions and concerns are processed in a timely manner
• Complies with all applicable company policies and procedures to meet JCAHO and company standards
• Complies with and follows internal and company-wide operating protocols in processing role
• Examines and proposes improvements to increase efficiencies, decrease processing timelines, and minimize errors
• Maintains expertise of insurance requirements for locations serviced in the division
• Holds themselves accountable to their goals, regularly and proactively communicates progress, plans, and problems to supervisor and provides solutions to challenges
• Internal recommendations:
  Dedicated Inbox Processor - 20 tickets per day;
  Inbox/OIP Processor - 10 tickets & 30 OIP accounts per day; OIP Processor - 60 accounts per day (work rate dependent on tenure)
• Maintains understanding of internal policies and procedures
• Processes new orders: inputs new patient set-ups, verifies insurance eligibility and order requirements, follows up and obtains missing documentation, obtains authorizations, collects patient balances, works with 3rd party platforms, communicates with patients regarding setup expectations and completes daily assigned work accurately and timely
• Proficient at managing varying expectations per each referral source and sales rep
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
• Work assigned to the CSR Processing Specialist is measured by the Manager's quantity and quality/accuracy of work completed
• Works autonomously and independently to maintain a high performance rate and above-average results in the in-box, OIP, and assigned goals
• Works with colleagues to support the overall goals of the team
• Work-from-home position requirements:
  Have adequate Internet and workspace free from distractions
• Performs other duties as assigned

Employment is contingent on:

• Background check (company-wide). Results will not be used automatically to disqualify individuals. An individualized assessment will be conducted per 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 required

• Experience with medical equipment, preferred
• Experience with medical billing practices and billing reimbursement, preferred
• Experience in medical field and administrative record management, preferred
• One year of related work experience, preferred
• Medical terminology, preferred

• 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…