CPAP Customer Service Representative REMOTE

Overview

Join a Leader in Home Healthcare. At Rotech Healthcare Inc, we are a trusted partner in patient care and a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment. With hundreds of locations across 45 states, we deliver high-quality products, exceptional service, and compassionate support to help patients live more comfortably, independently, and actively.

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 related 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.

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

• Primarily 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
• Collaborates with operations and sales staff to reduce internal workflow issues and errors that affect processing time lines and patient care
• Complies with all applicable company policies and procedures to meet standards
• Follows internal and company-wide operating protocols in processing the role
• Examines and proposes improvements to increase efficiencies, decrease processing time lines, and minimize errors
• Maintains accountability for goals and periodically communicates progress, plans, and problems to the supervisor, offering Solutions to challenges
• Focused teams include: OIP (minimum 30 Orders In-Progress per day), IDP (minimum 20 accounts per day), Confirmation Team (minimum 45 tickets per day), Inbox team (minimum 25 instances per day)
• Processes new orders: inputs new patient set-ups, verifies insurance eligibility and order requirements, follows up to obtain missing documentation, obtains authorizations, collects patient balances, works with third-party platforms, communicates with patients about setup expectations, and completes daily assigned work accurately and timely
• Manages varying expectations per each referral source and sales representative
• Verifies Medicare, Medicaid, and private insurance coverage information and maintains expertise of insurance requirements by product line
• Performs other duties as assigned

Employment is contingent on the following items:

• Background check (company-wide). Results will be considered with individualized assessment according to 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

• 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 confidentiality and discretion when handling sensitive information
• Multi-task with attention to detail
• Self-motivation, organization, time-management and problem solving
• Work independently and as part of a team

• Email transmission and communication
• Telephone communication
• Internet navigation and research
• Microsoft Outlook, Word and Excel

• Requires long durations of sitting, talking and listening
• Requires handling inbound and outbound calls to patients during the workday
• Requires close vision to small print on computer and/or tablet and paperwork
• Work from home position requirements: have adequate Internet and workspace free from distractions
• Requires a backup plan for internet coverage in case of outage or disruptions during scheduled shift

• 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…